Customer Communications Development Manager

Symetra is a national financial services company dedicated to helping people achieve their financial goals. As the Customer Communications Development Manager, you will lead a team to design, develop, and maintain customer-facing contracts and documents, ensuring compliance and quality standards are met.

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

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
• 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
• Some minimal annual travel required (for people manager roles only)
• Employer work visa sponsorship and support are not provided for this role. 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
• Bachelor's degree or equivalent experience in Information Systems, Business, or a related field