Manager, Customer Communications & Data Operations

Plymouth Rock Assurance•Boston, MA

2d•$155,000 - $190,000•Onsite

About The Position

This team runs customer communications for a $2.2B personal lines insurer on Salesforce Marketing Cloud — email, SMS, mobile, and web across acquisition, onboarding, service, renewal, and retention. The platform works, the volume is real, and the business depends on it. With a major platform migration behind us, we're shifting from stabilizing to building, and we're looking for a leader to bring the architecture, the data, the delivery process, and the roadmap together under a single owner. You'll join an established platform, an experienced team, and a business that pays attention to this work — with real latitude to decide how it moves forward. You'll lead a team that currently includes a technical lead, Salesforce Marketing Cloud developers, QA, and creative — covering the full range of skills needed to take a program from idea to launch. Shaping what that team should look like going forward, and making the case for the resources it needs, is part of the job. This is a role where you get to write the playbook rather than inherit one. Why this role stands out: You set the technical direction. Architecture, governance, integrations, release process, security posture — yours. The larger strategic calls are made in partnership with Enterprise Communications, and the stronger your work, the more of that vision you drive. Substantial work, visible results. Identity resolution across auto and home, suppression and consent architecture, source-to-activation data quality, and the campaign programs built on top of them. There's real room to improve here, and improvements show up quickly in customer experience and business results. Compliance is part of the design. CAN-SPAM, TCPA, consent, and privacy shape the architecture, and you'll work directly with Legal and Security to get it right. The big decisions are still open. Data Cloud, Agentforce, and Einstein are live evaluations. You are the technical voice in those calls and in our Salesforce relationship. You'll work across the Plymouth Rock companies. Partnership with business groups throughout the organization on projects that visibly move the business — and direct exposure to senior leadership, where you present your own architecture and roadmap. There's real room to grow from here. Plymouth Rock runs deliberately flat, with fewer layers, wider scope at every level, and compensation set accordingly. People who do this job well are positioned for what comes next. What you'll own: The platform. Administration, architecture, governance, and continuous improvement of Salesforce Marketing Cloud — Journey Builder, Automation Studio, Contact Builder, Content Builder, CloudPages, Mobile Studio, Data Extensions. You will set the standards for data architecture, naming, permissions, testing, documentation, and release management, and you will maintain the integrations that connect Marketing Cloud to Salesforce, our data warehouse, our website, our mobile app, and our analytics stack. Hands-on: SQL, AMPscript, SSJS, APIs. The delivery process. Intake, prioritization, QA, and release governance for everything the team ships. You'll define how work enters the team, how it's estimated, how it's tested, and how it's communicated back — and you'll have the room to build that the way you think it should work. Data operations and audience governance. Standards for customer data intake, validation, transformation, segmentation, and activation. Controls for eligibility, suppression, consent, preferences, and frequency. Monitoring that catches problems before customers do. Documentation of data flows, field definitions, and business rules, so the knowledge lives in the system rather than in individual heads. The roadmap. You are the product owner. You will define the platform vision, backlog, and delivery plan in partnership with Marketing, IT, Data, and business leadership, balance near-term asks against architecture and technical debt work, and set the success metrics we hold ourselves to. The team and its shape. You'll lead and develop a team that today includes a technical lead, Marketing Cloud developers, QA, and creative, across onshore and offshore capacity. You'll also have a real say in what it becomes — assessing the skills, structure, and sourcing model against where the roadmap is heading, and making the case for the resources to get there. Part of your first year is assessing what that team should look like — skills, structure, sourcing model, and size — and making the case for it. What the first year looks like: We would consider this a strong first year: 1. You know the environment cold. A complete, documented inventory of journeys, automations, integrations, data extensions, and suppression logic, and a clear point of view on where to invest first. 2. Work enters and leaves the team predictably. A functioning intake and prioritization process, defined QA gates, published SLAs, and stakeholders who can see where their request stands without asking. 3. Capacity is a number, not an argument. A working capacity model that lets you say what the team can absorb, what it can't, and what it would take to change that — and a staffing recommendation grounded in it. 4. The data foundation is stronger than you found it. Measurable improvement in identity resolution, suppression accuracy, and data quality monitoring. 5. You've made a recommendation on where this function goes next. Target operating model, platform architecture direction, and a position on the AI and Data Cloud capabilities worth investing in.

Requirements

5+ years working in Salesforce Marketing Cloud or a comparable enterprise communications platform, including direct experience across Journey Builder, Automation Studio, and Contact Builder or Data Extensions.
Technical depth to lead technical people credibly (ability to read solution designs, judge estimates, differentiate good engineering).
Working familiarity with SQL, AMPscript, SSJS, and API integrations.
Experience assessing, hiring, and directing a technical lead or senior engineer.
Experience owning a marketing technology or customer communications roadmap.
Evidence of connecting communications work to business results (acquisition, conversion, retention, or customer value).
Track record of establishing operating discipline on a technical team (intake, prioritization, QA, release management, documentation).
Experience leading technical staff, including assessing team capability and making structural or staffing recommendations.
Experience with customer data operations (identity, segmentation, suppression, consent, data quality).
Ability to explain architecture, dependencies, and tradeoffs to both technical and non-technical senior executives.
Bachelor's degree in a related field, or equivalent practical experience.

Nice To Haves

Salesforce Marketing Cloud certifications.
Insurance, financial services, or another regulated industry experience.
Consent management, preference centers, deliverability, CAN-SPAM or TCPA experience.
Salesforce Data Cloud, Agentforce, or Einstein experience.
Data warehouse, CDP, or marketing data pipeline experience.
DevOps, source control, or deployment automation for Marketing Cloud.
Experience working with distributed or offshore development capacity.

Responsibilities

Lead a team that currently includes a technical lead, Salesforce Marketing Cloud developers, QA, and creative.
Shape the future structure and resource needs of the team.
Set the technical direction for the platform, including architecture, governance, integrations, release process, and security posture.
Drive improvements in identity resolution, suppression and consent architecture, and source-to-activation data quality.
Ensure compliance with CAN-SPAM, TCPA, consent, and privacy regulations.
Act as the technical voice in evaluations of Data Cloud, Agentforce, and Einstein.
Partner with business groups across Plymouth Rock companies on projects.
Own the administration, architecture, governance, and continuous improvement of Salesforce Marketing Cloud (Journey Builder, Automation Studio, Contact Builder, Content Builder, CloudPages, Mobile Studio, Data Extensions).
Set standards for data architecture, naming, permissions, testing, documentation, and release management.
Maintain integrations between Marketing Cloud and other systems (Salesforce, data warehouse, website, mobile app, analytics stack).
Define the delivery process for the team, including intake, prioritization, QA, and release governance.
Establish standards for customer data intake, validation, transformation, segmentation, and activation.
Implement controls for eligibility, suppression, consent, preferences, and frequency.
Develop monitoring systems to catch data problems before customers do.
Document data flows, field definitions, and business rules.
Define the platform vision, backlog, and delivery plan in partnership with Marketing, IT, Data, and business leadership.
Balance near-term asks against architecture and technical debt.
Set success metrics for the platform.
Lead and develop the team, assessing skills, structure, and sourcing model against roadmap needs.
Assess team capability and make structural or staffing recommendations.
Develop a complete, documented inventory of journeys, automations, integrations, data extensions, and suppression logic.
Establish a functioning intake and prioritization process, defined QA gates, and published SLAs.
Develop a working capacity model for the team.
Make measurable improvements in identity resolution, suppression accuracy, and data quality monitoring.
Make recommendations on the target operating model, platform architecture direction, and AI/Data Cloud capabilities.

Benefits

4 weeks accrued paid time off + 9 paid national holidays per year
Free onsite gym at our Boston Location
Tuition Reimbursement
Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
Robust health and wellness program and fitness reimbursements
Auto and home insurance discounts
Matching gift opportunities
Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
Various Paid Family leave options including Paid Parental Leave
Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
Convenient location directly across from South Station and Pre-Tax Commuter Benefits