Senior Manager, Community Strategy & Governance

OneTrust•Atlanta, GA

1d•$139,050 - $185,400•Onsite

About The Position

OneTrust is seeking a Senior Manager, Community Strategy & Governance to lead the strategy and operating models connecting its Community experience across MyOT, customer events, customer reference programs, content, customer advisory programs, and lifecycle engagement. This newly created leadership role will turn a customer-experience-led vision into a focused, measurable operating model, establishing the roadmap, governance cadence, prioritization framework, standards, and performance measures that align Marketing, Customer Success, Support, and Operations around one connected Community experience. MyOT Community design, roadmap, development, and day-to-day support are owned within Digital CX. The role leads the dedicated Community team and external partners responsible for delivering and evolving that experience. It works closely with Marketing, which retains ownership of the broader customer advocacy function, while building the operating model for a Community-connected Customer Reference Program. The role calls for a strategic operator who can lead through influence, create clarity across teams, and turn customer engagement into measurable business value. The role defines and evolves OneTrust’s multi-year Community strategy, roadmap, operating model, and success measures. It leads operating models for MyOT Community, customer events, customer reference programs, customer advisory boards, Community content, and lifecycle engagement. The position owns the end-to-end MyOT Community experience within Digital CX, including UX and design, requirements, backlog prioritization, development roadmap, and operational support. It leads and develops the Community team, including Community management and platform development, and directs external delivery partners. The Senior Manager establishes Community governance, shared priorities, decision rights, dependency management, and escalation processes across partner functions. The position partners with Marketing and Field Marketing to connect Community programming, campaigns, content, events, and post-event engagement, and partners with Customer Success and Support to connect Community with onboarding, adoption, education, self-service, customer health, and feedback. It builds and operates a Community-connected Customer Reference Program with Marketing’s customer advocacy function; Marketing continues to own advocacy strategy, storytelling, amplification, and campaign activation. The role leads customer and product advisory program design, experience, insight capture, follow-through, and closed-loop communication. It translates Community behavior, customer feedback, advisory input, and program data into recommendations, and defines KPIs and executive reporting that demonstrate Community health, customer value, engagement quality, reference activity, adoption contribution, and business impact. It is also responsible for building a culture of customer-centered decision-making, accountability, transparency, and measurable value realization. In the first year, success includes establishing the Community operating model, governance structure, partner roles, and decision rights; delivering an approved multi-year roadmap and sequenced first-year plan; improving MyOT as the digital destination for Community, self-service, education, and customer engagement; launching repeatable event-to-Community follow-through and Customer Reference Program models; establishing a consistent advisory-board experience and closed-loop insight process; implementing executive measurement and reporting; and building a strong, accountable team and operating rhythm across internal and external partners. OneTrust embraces an office-first culture and encourages three days per week in the office for most roles. Specific role requirements or flexibility may vary and should be confirmed with the recruiter.

Requirements

10+ years of experience in customer experience, customer Community, customer marketing, digital experience, customer operations, or a related discipline, including experience in B2B SaaS.
Experience building a Community or customer engagement strategy and operating model from the ground up.
Track record connecting customer programs to measurable outcomes such as adoption, retention, customer health, pipeline influence, or revenue.
Strong understanding of Community management, engagement strategy, customer programs, customer references, customer advisory boards, and customer content.
Experience designing customer-centered digital experiences and translating customer needs into platform requirements and delivery priorities.
Experience managing a team and external partners, including technical or developer-adjacent functions.
Strong cross-functional governance and influencing skills, with the ability to align teams without relying on direct authority.
Strong executive communication and business acumen, and comfort building an investment and value narrative.

Responsibilities

Define and evolve OneTrust’s multi-year Community strategy, roadmap, operating model, and success measures.
Lead operating models for MyOT Community, customer events, customer reference programs, customer advisory boards, Community content, and lifecycle engagement.
Own the end-to-end MyOT Community experience within Digital CX, including UX and design, requirements, backlog prioritization, development roadmap, and operational support.
Lead and develop the Community team, including Community management and platform development, and direct external delivery partners.
Establish Community governance cadence, decision rights, shared priorities, dependency management, and escalation processes across partner functions.
Partner with Marketing and Field Marketing to connect Community programming, campaigns, content, customer events, and post-event engagement.
Partner with Customer Success and Support to connect Community with onboarding, adoption, education, self-service, customer health, and customer feedback.
Build and operate a Community-connected Customer Reference Program in partnership with Marketing’s customer advocacy function.
Lead customer advisory board and product advisory program design, experience, insight capture, follow-through, and closed-loop communication.
Translate Community behavior, customer feedback, advisory input, and program data into recommendations for business and customer-facing teams.
Define KPIs and executive reporting covering Community health, customer value, engagement quality, reference activity, adoption contribution, and business impact.
Build a culture of customer-centered decision-making, accountability, transparency, and measurable value realization.
Establish the Community operating model, governance structure, partner roles, and decision rights; deliver an approved multi-year roadmap and sequenced first-year plan.
Improve MyOT’s role as the digital destination for Community, self-service, education, and customer engagement.
Launch repeatable event-to-Community follow-through and Customer Reference Program models, and establish consistent customer advisory board experiences and closed-loop insight processes.
Implement an executive measurement and reporting cadence connecting Community activity to customer and business outcomes.
Build an accountable Community team and operating rhythm across internal and external partners.