Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we’re guided by the principles of Value, Transparency and Sustainability. We provide products and services people need at a competitive price. We communicate clearly and openly so people understand what they’re buying. We design products—and operate our company—to stand the test of time. We’re committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI).
Customer Communications Development Manager
Location
United States
Posted
86 days ago
Salary
$128K - $214K / year
Seniority
Lead
Job Description
Customer Communications Development Manager
Symetra
Symetra has an exciting new opportunity to join us as a Customer Communications Development Manager! About the role 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. What you will do - 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. Why Work at Symetra Here’s what some of our employees have to say about why they work at Symetra: “I feel welcome and included at Symetra every day and I really believe you can be you at Symetra." - Megan H., Deputy Chief Compliance Officer “If you’re looking for a company that amplifies your talents, values your voice, and encourages continuous growth, Symetra is the place. I feel incredibly lucky to have found this opportunity—and I’ve never been happier in my career!” - Gina B., Medical Risk Manager What we offer you Benefits and Perks We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better both at work and at home. - 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 - Want more details? Check out our Symetra Benefits Overview Compensation Salary Range: $128,700 - $214,600 plus eligibility for the company annual bonus program. Who You Are: - 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) - Travel: - Required Training & Professional Development All newly hired people leaders with direct reports are required to complete a comprehensive leadership development program within their first year. This program includes both virtual and in-person training. The in-person sessions will take place at Symetra’s corporate headquarters in Bellevue, Washington. Symetra covers all travel and accommodation expenses. - Reasonable Accommodations Symetra is committed to providing equitable access to all job-related responsibilities, including required travel. If reasonable accommodation is needed for travel, Symetra’s HR department will work to provide appropriate solutions in alignment with individual needs and company policies. We empower inclusion At Symetra, we aspire to be the most inclusive insurance company in the country. We’re building a place where every employee feels valued, respected, and has opportunities to contribute. Inclusion is about recognizing our assumptions, considering multiple perspectives, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here. Creating a world where more people have access to financial freedom Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we’re guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they’re buying, and we design products—and operate our company—to stand the test of time. We’re committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom. For more information about our careers visit https://symetra.eightfold.ai/careers/ Work Authorization 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. Please review Symetra’s Remote Network Minimum Requirements: As a remote-first organization committed to providing a positive experience for both employees and customers, Symetra has the following standards for employees’ internet connection: - 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. When applying to jobs at Symetra you’ll be asked to test your internet speed and confirm that your internet connection meets or exceeds Symetra’s standard as outlined above. Identity Verification Symetra is committed to fair and secure hiring practices. For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews. Symetra will take affirmative steps at key points in the process to verify that a candidate is not seeking employment fraudulently, e.g. through use of a false identity. Failure to comply with verification procedures may result in: - Disqualification from the recruitment process - Withdrawal of a job offer - Termination of employment and other criminal and/or civil remedies, if fraud is discovered #LI-BW1 #REMOTE
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Strategic Content Creation & Messaging - Oversee the end-to-end process of sales and field communications content creation, including conception, planning, writing, editing, and approval. - Proficient in Company product offerings, risk appetite, and eligibility for all lines of business countrywide ensuring a high level of business understanding is infused throughout all content creating and messaging. - Ensure all communications are clear, engaging, actionable, and consistent with brand standards and organizational priorities. - Partner with senior leadership, product, marketing, compliance, and field teams to align messaging with current priorities, campaigns, launches, and initiatives. - Develop and implement content calendars, campaign plans, and messaging frameworks that deliver business value and support field success. - Act as a guardian of the brand voice, ensuring consistency and quality across all field-facing communications and materials. Digital Content Strategy & Integration - Lead the integration of written, visual, and interactive content into digital platforms and marketing technologies to optimize agent engagement, communication reach, and resource accessibility. - Keep abreast of emerging digital content formats, analytics tools, and distribution technologies, piloting and implementing new approaches to meet evolving field and business needs. - Partner with IT, digital, and marketing operations teams to streamline processes and ensure seamless user experiences across channels. - Stakeholder Collaboration & Field Partnership - Build strong relationships with key stakeholders, including field leaders, agency partners, sales leadership, compliance, and product teams. - Facilitate regular communication loops, proactively gathering feedback from the field and incorporating insights into future content and communication strategies. - Represent the communication and content team in cross-functional meetings, working groups, and strategic planning sessions. Content Performance Analysis & Continuous Optimization - Establish and track performance metrics for content and communication distribution, such as open rates, engagement, satisfaction, and impact on business results. - Conduct analysis of content and channel performance, leveraging quantitative and qualitative data to inform ongoing improvements. - Routinely report results to leadership and stakeholders and use insights to drive iterative enhancements in strategy and execution. 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Qualifications Education: Minimum: - Bachelor’s degree in Communications, Marketing, Journalism, Business, or a related field. Preferred: - Master’s degree in Communications, Marketing, Business Administration, or a related discipline. Experience: Minimum: - 5+ years of professional experience in communications, content strategy, marketing, or a related field. - At least 2 years of experience in a leadership or people management role. - Demonstrated experience developing and executing content strategies and managing communications projects from conception through delivery. Preferred: - Experience leading teams responsible for digital content, marketing technology, and brand management. - Proven track record of driving process improvements and leveraging analytics for communication effectiveness. - Experience in the P&C insurance industry and working cross-functionally with teams such as marketing, field/sales, compliance, or IT. Skills: - Exceptional written and verbal communication skills, with the ability to craft clear, compelling, and brand-aligned messaging. - Strong leadership and team development abilities, including mentoring, motivating, and managing direct reports. - Excellent project management and organizational skills; able to manage multiple priorities and deadlines in a fast-paced environment. - Proficiency with digital content platforms, content management systems, and basic analytics tools. - Strong collaboration skills with the ability to build effective relationships with cross-functional partners and stakeholders. - Analytical mindset with the ability to use data and feedback to optimize communications and drive continuous improvement. - High level of attention to detail and commitment to quality and compliance. - Preferred: - Advanced proficiency with marketing technologies, digital analytics platforms, and emerging digital content formats. - Experience implementing change management and process improvement initiatives. - Ability to translate complex business objectives into impactful communication strategies. - Creative thinking and problem-solving skills; ability to innovate and adapt in a dynamic environment. About the Company Why choose a career at Mercury? At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it. Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life. We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals. Learn more about us here: https://www.mercuryinsurance.com/about/careers Perks and Benefits We offer many great benefits, including: - Competitive compensation - Flexibility to work from anywhere in the United States for most positions - Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours) - Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus) - Medical, dental, vision, life, and pet insurance - 401 (k) retirement savings plan with company match - Engaging work environment - Promotional opportunities - Education assistance - Professional and personal development opportunities - Company recognition program - Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more Mercury Insurance is an equal opportunity employer. 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