Own and govern enterprise operational communications end-to-end, turning complex workflows into scalable, compliant messaging across product, ops, risk, and marketing.

• Lead cross-functional governance and scalable intake, QA, approval, and deployment for customer-facing notifications.
• Own customer-facing messaging tied to servicing, account management, product operations, compliance requirements, and system-generated communications.
• Establish standards for communication quality, tone, delivery timing, and consistency across operational messaging.
• Ensure communications are accurate, actionable, compliant, and customer-centric.
• Partner closely with Product, Operations, Technology, Compliance, Legal, Customer Support, Risk, and Marketing teams to support operational communication needs.
• Translate business and operational requirements into scalable communication workflows and execution plans.
• Serve as the central coordination point for enterprise operational communication initiatives.
• Build and operationalize scalable intake, prioritization, QA, approval, and deployment processes.
• Help establish enterprise governance for operational communications.
• Identify opportunities to streamline workflows, automate execution, reduce manual effort, and improve speed-to-market

• Partner with Martech, RevOps, and Technology teams on communication platform capabilities and integrations
• Improve clarity, consistency, and effectiveness of customer operational messaging.
• Develop frameworks for transactional communication best practices, including: SLA/status updates Account servicing notifications Product/system alerts Regulatory and compliance messaging Escalation and issue communications
• Help reduce customer confusion, support burden, and operational friction through improved messaging design.
• Ensure all communications meet regulatory, legal, compliance, accessibility, and brand standards.
• Partner with Risk and Compliance teams to maintain strong operational controls and approval processes.
• Support audit readiness and documentation requirements where applicable.
• Establish operational KPIs and reporting frameworks for communication effectiveness.
• Monitor delivery health, engagement trends, operational efficiency, and customer impact metrics.
• Use data and insights to continuously improve communications performance and operational effectiveness

• 6+ years of experience in operational communications, customer communications, lifecycle operations, marketing operations, product communications, or related fields
• Experience managing complex cross-functional programs in highly regulated or operationally complex environments
• Strong understanding of customer communication workflows, operational processes, and enterprise governance
• Demonstrated ability to build scalable processes and improve operational efficiency
• Exceptional organizational, project management, and stakeholder management skills
• Strong written communication and editorial judgment
• Experience working with communication technologies, CRM platforms, marketing automation systems, or customer engagement platforms
• Experience in financial services, banking, fintech, or other regulated industries.
• Familiarity with Salesforce, Marketing Cloud, operational messaging systems, or workflow automation tools
• Experience partnering with Legal, Compliance, and Technology teams

• Experience building or scaling operational communication programs within a growing organization

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading