Customer Communications Development Manager

Symetra is a national financial services company dedicated to helping people achieve their financial goals. In this role, you will lead a team responsible for designing, developing, and maintaining 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
• Some minimal annual travel required (for people manager roles only)
• 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