The AVP, Manager of Operational Communications Services is responsible for leading the strategy, governance, execution, and optimization of customer-facing operational and transactional communications across the enterprise. This role sits at the intersection of Marketing, Product, Operations, Technology, Compliance, and Customer Support to ensure critical communications are accurate, timely, compliant, scalable, and aligned to customer journey. Unlike traditional campaign marketing roles, this function focuses on system-driven communications that support core business operations and customer servicing — including transactional emails, service notifications, SLA/status messaging, operational alerts, servicing communications, and product-triggered messaging. The ideal candidate combines operational rigor, strong program management capabilities, customer communication expertise, and cross-functional leadership with an ability to modernize and scale communications infrastructure and processes across a complex enterprise environment. Responsibilities: Operational Communications Ownership. Lead the strategy, execution, and governance of operational and transactional communications across the enterprise. Own customer-facing messaging tied to servicing, account management, product operations, compliance requirements, and system-generated communications. Establish standards for communication quality, tone, delivery timing, and consistency across operational messaging. Ensure communications are accurate, actionable, compliant, and customer-centric Cross-Functional Program Leadership. Partner closely with Product, Operations, Technology, Compliance, Legal, Customer Support, Risk, and Marketing teams to support operational communication needs. Translate business and operational requirements into scalable communication workflows and execution plans. Serve as the central coordination point for enterprise operational communication initiatives Process & Infrastructure Management. Build and operationalize scalable intake, prioritization, QA, approval, and deployment processes. Help establish enterprise governance for operational communications. Identify opportunities to streamline workflows, automate execution, reduce manual effort, and improve speed-to-market. Partner with Martech, Rev. Ops, and Technology teams on communication platform capabilities and integrations Customer Communication Strategy. Improve clarity, consistency, and effectiveness of customer operational messaging. Develop frameworks for transactional communication best practices, including:SLA/status updates. Account servicing notifications. Product/system alerts. Regulatory and compliance messaging. Escalation and issue communications. Help reduce customer confusion, support burden, and operational friction through improved messaging design. Governance, Risk & Compliance. Ensure all communications meet regulatory, legal, compliance, accessibility, and brand standards. Partner with Risk and Compliance teams to maintain strong operational controls and approval processes. Support audit readiness and documentation requirements where applicable. Measurement & Optimization. Establish operational KPIs and reporting frameworks for communication effectiveness. Monitor delivery health, engagement trends, operational efficiency, and customer impact metrics. Use data and insights to continuously improve communications performance and operational effectiveness Qualifications:6 years of experience in operational communications, customer communications, lifecycle operations, marketing operations, product communications, or related fields. Experience managing complex cross-functional programs in highly regulated or operationally complex environments. Strong understanding of customer communication workflows, operational processes, and enterprise governance. Demonstrated ability to build scalable processes and improve operational efficiency. Exceptional organizational, project management, and stakeholder management skills. Strong written communication and editorial judgment. Experience working with communication technologies, CRM platforms, marketing automation systems, or customer engagement platforms. Experience in financial services, banking, fintech, or other regulated industries. Familiarity with Salesforce, Marketing Cloud, operational messaging systems, or workflow automation tools. Experience partnering with Legal, Compliance, and Technology teams. Experience building or scaling operational communication programs within a growing organization.