Customer Comms Platform Manager

Key Responsibilities

• Lead, mentor, and develop a team of software engineers, functional analysts, and technical leads.
• Define team goals, manage performance, and foster a culture of continuous learning and innovation.
• Conduct regular 1:1s, performance reviews, and career development conversations.
• Recruit, onboard, and retain top engineering talent.
• Provide technical oversight and direction for solutions built on Quadient Inspire and related CCM technologies.
• Guide the team through complex technical issues, platform upgrades, and integration challenges.
• Ensure adherence to best practices in document design, data mapping, payload transformation, and distribution workflows.
• Partner with architects and product owners to define scalable, maintainable CCM solutions.
• Oversee end-to-end delivery from requirements through testing, deployment, and support.
• Champion the adoption of AI tools and engineering practices within the team.
• Identify opportunities to leverage AI/ML for automation, code generation, testing, and workflow optimization.
• Enable and empower engineers to integrate AI assistants into their daily development practices.
• Partner with cross-functional teams to evaluate and pilot emerging AI technologies relevant to CCM and enterprise communications.
• Lead by example — actively using and advocating for AI-driven approaches to engineering delivery.
• Manage delivery commitments, sprint planning, capacity, and roadmap execution in an Agile/SAFe environment.
• Proactively identify and resolve risks, dependencies, and blockers.
• Communicate status, progress, and escalations effectively to senior leadership and stakeholders.
• Ensure quality standards, security requirements, and compliance obligations are met across all deliverables.

Required Qualifications

• BA/BS in Computer Science, Information Systems, or a related field.
• 8+ years of experience in software engineering or technical analysis, with 3+ years in a people management or engineering lead role.
• Hands-on experience with Quadient Inspire or other CCM platforms (xPression, Documaker, Exstream).
• Solid understanding of CCM workflows including document generation, archiving, and multi-channel distribution (print, email, SMS, fax).
• Demonstrated track record of leading engineering teams in an Agile/SAFe delivery environment.
• Working knowledge of AI tools and a genuine passion for driving AI adoption within engineering teams.
• Strong stakeholder management, communication, and cross-functional collaboration skills.
• Leadership & Soft Skills: Servant-leader mindset with a focus on team growth and empowerment. Strong decision-making and prioritization abilities in a fast-paced environment. Ability to balance hands-on technical involvement with strategic leadership responsibilities. Excellent problem-solving skills with a bias toward action and continuous improvement.

Preferred Qualifications

• Experience building or scaling AI-enabled engineering workflows using tools such as GitHub Copilot, Microsoft Copilot Studio, LangChain, or similar.
• Familiarity with REST/SOAP API integration patterns within CCM ecosystems.
• SAFe Program Consultant (SPC) or SAFe Release Train Engineer (RTE) certification.
• Experience with MetLife data store standards, archiving platforms, or enterprise print/mail operations.

Location Expectation

This is a hybrid role requiring a minimum of 3 days per week in office. The expected salary range for this position is $105,400 - $140,500. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.