Responsibilities

• Map the student communications journey Timing: Weeks 1–4 - Create an end-to-end view of student communications from enrollment through graduation. - Document messages by channel, trigger, timing, and owner. - Identify areas of overlap, gaps, or opportunities to improve clarity and effectiveness. - Develop a prioritized list of communications opportunities tied to student retention, engagement, and graduation.
• Optimize and organize Customer.io Timing: Weeks 3–8 - Audit active campaigns, segments, triggers, and templates. - Retire outdated or duplicative workflows where appropriate. - Establish clear naming, tagging, and organizational conventions. - Document active workflows and ownership so teams can navigate and maintain the platform confidently.
• Build a multi-squad communications operating model Timing: Weeks 6–10 - Create a lightweight process for proposing, reviewing, launching, and retiring student communications. - Establish intake, QA, and review standards. - Create shared visibility into upcoming sends and potential communication conflicts. - Define practical ownership and decision-making guidelines across teams.
• Establish communications strategy and style guidelines Timing: Weeks 8–12 - Document voice and tone principles for student communications. - Define recommended structures and standards for email and SMS. - Establish guidance for channel selection, including when to use email, SMS, or in-product messaging. - Create guidelines that Product Managers and operators can apply independently.

Requirements

• Lifecycle, CRM, or student/customer engagement professional who has personally improved and organized an existing marketing automation environment.

Preferred

• Experience in education, healthcare training, subscription, community, or another business with a complex user journey is a plus.