Responsibilities

• Own programming change management server tool, including the development roadmap to fully automate and personalize notifications
• Partner with product teams to understand service changes and translate technical details into simple, transparent customer journeys
• Lead the development of communication strategies for customer changes, aligning owned media and direct outreach to deliver targeted, effective messaging
• Evaluate end-to-end customer journeys and deliver recommendations that improve message clarity and maintain consistency across all channels
• Manage installation video content with partners to enable best-in-class self-service experiences
• Lead communications strategy for expansion areas, including service awareness
• Serve as a key point of contact for customer-facing communications, ensuring messaging drives clarity, engagement, and awareness
• Define and track key performance metrics—including retention, adoption, upsell, and engagement—and lead ongoing reporting to inform strategy and performance
• Strengthen cross-functional collaboration by improving workflows and alignment across partner teams to enhance effectiveness and speed to market
• Continuously test and optimize customer journeys, message sequencing, and channel mix to improve overall communication performance

Requirements

• Bachelor’s degree in Marketing, Communications, Business, Information Systems, or related field; or equivalent experience
• 7+ years of marketing / product communications experience
• 5+ years of management / people leadership experience
• 3+ years of customer journey mapping & martech (automation/personalization) experience
• Product marketing and programming expertise; ability to translate technical information into customer-facing language
• Customer journey mapping and orchestration across channels; online CX best practices
• Proven change leadership within a matrixed organization; stakeholder management and influence
• Experience leveraging AI and mar tech to drive automation and personalization
• Understanding of database structures, data cleansing, segmentation, and audience management
• Strong communication and editorial skills; clear, concise, customer-centric messaging
• Project/program management (Agile/iterative), prioritization, and resource planning
• Proficiency with Microsoft 365 and collaboration platforms; familiarity with marketing automation tools

Nice To Have

• Master’s Degree
• 2+ years of management or leadership experience
• 2+ years of automation/workflow tools
• Experience in telecommunications, media, or subscription services
• Familiarity with government-supported programs and compliance requirements

Benefits

• Here, our employees don’t just have jobs, they’re building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.