Customer Communications Development Manager

Symetra

28d • Remote

About The Position

As the Customer Communications Development Manager, you will lead the team that designs, develops, and maintains customer facing contracts and documents across Symetra’s business lines. You will ensure accurate, compliant, and timely communications by using enterprise data from multiple systems and the OpenText Exstream platform.

In this role, you will blend people leadership, data expertise, and technical skill to deliver scalable, high quality document solutions that meet regulatory, operational, and customer experience standards.

Requirements

• High School Diploma is required, plus a Bachelor’s degree or equivalent experience in Information Systems, Business, or a related field preferred
• 7+ years of experience in customer communications, document composition, or enterprise document management.
• 3+ years of people leadership or team management experience.
• Strong hands-on knowledge of OpenText Exstream (design, development, and support).
• Demonstrated experience working with complex data from multiple systems and understanding data mappings and dependencies.
• Experience in a regulated insurance or financial services environment is required, plus support for life insurance, annuity, or employee benefits communications, preferred.
• Some minimal annual travel required (for people manager roles only)
• All newly hired people leaders with direct reports are required to complete a comprehensive leadership development program within their first year.
• Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.
• Minimum Internet Speed: 100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
• Internet Type: Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible: Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.
• For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews.

Nice To Haves

• Experience with document governance, template standardization, and platform modernization, along with a strong understanding of SDLC, change management, and production support models is strongly preferred.

Responsibilities

• Lead and develop a team of customer communications developers and analysts by setting clear priorities, managing workload, and fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee the creation and maintenance of customer communications; ensure all documents meet business, branding, and regulatory standards; and partner with cross functional teams to review and approve changes.
• Provide technical leadership for OpenText Exstream development by defining and enforcing standards, templates, and reusable components, and guiding the team through complex document, data, and rendering issues.
• Ensure accurate data merging across enterprise systems by collaborating with data and application teams and implementing controls and validation processes to maintain data integrity in all customer communications.
• Translate business and regulatory requirements into clear technical and document specifications, manage timelines and communicate risks, and support initiatives tied to new products, regulatory changes, system migrations, and process improvements.
• Ensure customer communications align with regulatory, audit, and internal control requirements; support audits, risk assessments, and documentation; and drive consistency and version control across all communication artifacts.

Benefits

• Flexible full-time or hybrid telecommuting arrangements
• Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
• Paid time away including vacation and sick time, flex days and ten paid holidays
• Give back to your community and double your impact through our company matching

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED