Senior Manager, Community Strategy & Governance

OneTrust•Atlanta, GA

2d•$139,050 - $185,400

About The Position

OneTrust is seeking a Senior Manager, Community Strategy & Governance to lead the strategy and operating models connecting the MyOT Community experience with customer events, customer reference programs, content, customer advisory programs, and lifecycle engagement. This newly created leadership role will turn a CX-led vision into a focused, measurable operating model by establishing the roadmap, governance cadence, prioritization framework, standards, and performance measures that align Marketing, Customer Success, Support, and Operations. 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 also partners with Marketing, which retains ownership of the broader customer advocacy function, to build an operating model for a Community-connected Customer Reference Program. The role is suited to a strategic operator who can lead through influence, create clarity across teams, and connect customer engagement to measurable business value. Success includes establishing a Community operating model and governance structure, delivering a multi-year roadmap and sequenced first-year plan, improving MyOT as a destination for Community and customer engagement, launching repeatable event and reference-program models, strengthening advisory-board feedback loops, and implementing executive reporting tied to customer and business outcomes.

Requirements

10+ years of experience in customer experience, customer Community, customer marketing, digital experience, customer operations, or a related discipline, including B2B SaaS experience.
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, including the ability to align teams without relying on direct authority.
Strong executive communication and business acumen, with 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 with Marketing’s customer advocacy function; Marketing retains ownership of advocacy strategy, storytelling, amplification, and campaign activation.
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 for 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.