Retirement & Wealth - Creative & Digital Operations Communications Manager (Remote)

About the role

The Creative & Digital Operations Communications Manager reports to the Director, Operations Communications in the R&W Operations Department. This role serves as a senior individual contributor supporting Operations initiatives and accountholder outreach. Operating with a high degree of independence, the position owns creative production, digital build, testing, and deployment activities using CRM and messaging platforms, professional design tools, and internal and third‑party systems. The role partners closely with cross‑functional stakeholders to ensure communications are accurate, compliant, on‑brand, and effectively delivered within a regulated operating environment, carrying significant accountability, specialized expertise, and judgment associated with accountholder‑facing communications.

In addition to execution responsibilities, this role serves as a subject matter expert and advisor on communications technologies, creative processes, and digital engagement strategies. The position partners with business leaders to evaluate communication tools, vendor capabilities, system requirements, and process improvements, supporting change enablement initiatives and future-state communication strategies. The role also leverages internal performance data, market intelligence, and industry trends to provide recommendations that improve communication effectiveness and support organizational goals.

Responsibilities

• Design and produce creative assets for digital and print communications, including emails, letters, forms, templates, and supporting materials
• Build, test, and deploy accountholder communications using CRM and messaging platforms such as Salesforce Marketing Cloud, SendGrid, BizTalk, and similar tools
• Provide hands‑on graphic design support using Adobe Creative Suite (InDesign, Illustrator, Photoshop, Acrobat)
• Create and maintain standardized templates for emails, digital forms, and other recurring communications to improve consistency and efficiency
• Translate messaging, requirements, and timelines into execution‑ready digital and print deliverables
• Support quality assurance activities, including testing, proofreading, formatting validation, and deployment checks
• Ensure all communications adhere to brand standards, accessibility guidelines, and compliance requirements
• Manage updates, version control, and ongoing maintenance of creative and digital assets
• Collaborate with cross-functional partners throughout the communication lifecycle
• Partner with business and technology teams to support change enablement initiatives related to communication platforms, processes, and vendor solutions
• Evaluate communication technologies, platform capabilities, and business requirements; provide recommendations that support operational efficiency, scalability, and business objectives
• Analyze communication performance metrics, engagement data, and operational results to identify trends, opportunities, and recommendations for continuous improvement
• Monitor industry trends, emerging technologies, best practices, and competitive insights to inform communication strategies and support business goals
• Serve as a trusted advisor to leadership by providing data-driven recommendations related to communication strategy, digital capabilities, and future-state solutions
• Other duties as assigned

People Leader Responsibilities

Individual Contributor role with no current direct reports; future supervisory responsibilities possible as organizational needs evolve.