Digital Communications Manager

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Job Summary

The Digital Communications Manager within the Program Support Team delivers value to internal and external customers by providing operational expertise and support to implement new products and services, optimize existing processes, and resolve customer issues. The team partners closely with Marketing to drive successful product launches, while ensuring operational efficiency and customer satisfaction. Additionally, the team fosters strategic partnerships with IT, Legal, Regulatory, Customer Care, Mass Operations, and external vendors to achieve business objectives across Residential, Small Business, Builder/Multi‑Family, and Home Solar markets.

In this role, the Digital Communications Manager is accountable for email production and execution, HTML coding and troubleshooting, automation setup, and performing daily quality assurance reviews and deployments of e‑communications. This individual will liaise with internal stakeholders and external clients to understand the requirements for each communication; participate in creative discussions; and execute e‑communications with a high degree of accuracy.

This role requires knowledge of email applications and the ability to work effectively in a fast‑paced team environment.

Essential Duties / Responsibilities

• Conducts performance evaluations and provides feedback.
• Develop and implement a departmental goal‑setting framework.
• Develops and mentors email analysts for career growth.
• Embodies and reinforces the company's values and culture through actions and behaviors.
• Identifies and addresses training needs.
• Leads and manages organizational change.
• Oversees and coordinates complex, nationwide (Texas, Canada, East) team operations.
• Oversees content development, automation set up, testing, and implementation.
• Reviews, screens interview and hires prospective employees.
• Implements new product strategies and roadmaps.
• Tracks team productivity and manages special projects.
• Collaborates with stakeholders to understand business needs and translate them into actionable product requirements.
• Provides the necessary resources, including budget, personnel, and tools, to the product owner.
• Tracks the progress of product development and ensures that milestones and deadlines are met.
• Addresses any conflicts or issues that arise within the team or with stakeholders.
• Conducts recurring 1:1s with team members to check statuses, provide support and coaching opportunities.

• Aligns process enhancements with overall business objectives.
• Analyzes end‑to‑end processes to identify bottlenecks and opportunities for efficiency improvements.
• Collaborates with IT and cross functional teams to prioritize and implement system improvements.
• Designs and implements innovative process solutions.
• Leads cross‑functional teams in successfully executing small to medium‑sized projects from inception to completion.
• Provides administrative support to team members.
• Responsible for decisions on the feasibility of proposed marketing initiatives and projects.

• Conducts and approves internal control reviews ensuring compliance and enhancing efficiency and accuracy.
• Develops and implements key performance indicators (KPIs) to measure process health and effectiveness.
• Establishes and maintains quality standards for the team.
• Implements robust quality control systems such as reconciliation and audits to ensure process adherence.

• Creates and distributes actionable reports to inform decision‑making.
• Manages, and maintains accurate budgets and forecasts.
• Develops robust data management processes for accurate reporting.
• Leverages data analytics to identify performance trends and improvement opportunities.

• Analyzes…