Manager, Customer Communications

Onity

29d

About The Position

The Communication Manager plays a critical role in supporting the enterprise‑wide strategy for how the organization communicates with homeowners. Reporting to the Customer Experience Communication Director, this role helps execute a unified communication vision across Servicing, Originations, Corporate Communications, Digital/Web, and other business areas. The Manager ensures that all homeowner facing communications across web, email, letters, phone, IVR, and emerging channels reflect the company’s brand standards, focus on customer experience priorities, and directly support initiatives that drive customer engagement, loyalty, and recapture. The Communication Manager will collaborate cross functionally to work closely with internal teams, agency partners, and subject‑matter experts to develop clear, consistent, data‑informed messaging that strengthens the homeowner journey. This role contributes to enterprise strategies by transforming complex operational, regulatory, or product information into straightforward content that supports customer understanding, self‑service, and long‑term retention. An ideal candidate brings strong writing and editing skills, relationship‑building capabilities, an analytical mindset, and the ability to manage multiple projects in a dynamic environment.

Requirements

Bachelor’s degree in marketing, communications, business, or related field.
3+ years of professional writing experience, including customer communications, marketing content, or technical writing.
5+ years of proven experience in digital marketing and communications, with increasing levels of responsibility.
Skilled in developing engaging written content for various formats including but not limited to verbiage for letters, emails, chatbot, websites and other customer communications.
Strong grasp of email writing best practices, including familiarity with email software such as Act-On, and A/B testing.
Strong organizational and time management skills, with proven ability to deliver polished work quickly and manage multiple projects simultaneously while meeting deadlines without compromising creativity or quality.
Familiarity with customer communication workflows and comfortable routing drafts to key stakeholders and navigating cross-functional feedback, ensuring timely sign-off and alignment across departments.
Excellent ability to distill technical or operational information into clear customer-facing content.
Demonstrated ability in writing in different voices, tones, and for varied audiences.
Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Nice To Haves

3+ years leadership and financial/mortgage experience strongly preferred.
Experience developing communications strategies for complex, large organizations

Responsibilities

Craft engaging and clear copy for diverse platforms such as letters, web pages, emails, landing pages, videos, online campaigns, scripting and customer-facing chatbots.
Ensure communications align with the company’s strategic goals, boost engagement and self-service objectives to foster lifelong customers, and comply with our established brand and style guidelines.
Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards.
Recommend revisions to existing communications to ensure unified and consistent content, tone, voice, style and branding across borrower-facing channels.
Develop borrower-facing communication strategies that align with brand voice, business priorities, and customer experience goals.
Collaborate with other business units to improve personalization to meet the objectives for each communication piece and maximize effectiveness.
Analyze customer feedback trends from internal and third parties and recommend enhancements to email clarity, organization, and tone using customer feedback and engagement data.
Build and foster cross functional collaborative relationships with stakeholders from across the organization to drive connection and communication.
Maintain and evolve communication templates and style guides in partnership with brand and legal teams.
Partner with internal teams such as Call Center Operations, Digital & Web, Investor Services, Loan Originations, Corporate Communications, Legal/Compliance and Client Relations to ensure messaging supports operational and strategic objectives.