Communications & Positioning Manager

About Achievers
Achievers offers more than just a thank you program. Our employee recognition and rewards software inspires employees to recognize everyone, every day, everywhere. With million global users, we empower employees across 190 countries. Visit us at to learn more and check out our platform in action. Join our team of A-players who bring passion to our purpose and believe that meaningful change creates extraordinary outcomes — together, we’ll inspire recognition everywhere and achieve results that matter.

Our commitment to you: At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. Together, we achieve more by combining our unique strengths, fostering collaboration, and inspiring each other to reach new heights.

The opportunity: We are looking for a Communications & Positioning
Manager to be responsible for owning the governance and execution of all customer and member-facing communications, as well as internal and external operational positioning of the COPs organization. This role will ensure external messaging is accurate, consistent, compliant, well-timed, and aligned across Product, Customer Success, Support Operations, and Marketing. They will drive award submissions, RFP content, and external/internal storytelling that communicates the value of our operational and service delivery ecosystems.

Who You Are:- Someone who thrives in fast-paced, cross-functional environments, and enjoys being the connective tissue between teams.

- Confident in driving outcomes through influence, process, and excellence.

- Highly organized and detail-oriented with an eye for potential gaps, risks, and misalignment.

- Values consistency and quality, but is pragmatic enough to ensure work keeps moving forward - Someone with a strong sense of narrative and understanding of how operational excellence can be communicated simply and compellingly - Proactive, resourceful, and motivated by making experiences clearer and smoother for customers and internal teams.
Responsibilities:

Customer Communications Governance & Execution:

Own communications governance model including calendars, sequencing, delivery format (emails vs in-platform), approvals, and templates.

Lead coordination with Marketing’s Lifecycle & ABM teams to map and align customer messaging across all channels.

Partner with Product to coordinate scheduling and execution of in-platform communications where applicable.

Draft, refine, and quality-check all customer-facing communications delivered from Services Operations.

Ensure communications are timely, accurate, on-brand, and compliant with regulatory and tone standards.

Maintain customer communication repositories, templates, guidelines, and best practices.

Customer Organization Positioning & Narrative:

Own the internal and external operational message for Customer Operations across RFPs, external awards, partnership materials, and industry submissions.

Maintain and optimize Loop content for accuracy related to operational excellence, processes, and capabilities.

Develop polished content that articulates the value, maturity, and uniqueness of our organization, and partner with Sales, PMM, and Strategic Operations to embed this narrative into go-to-market motions.

Additional Execution & Operational Support Functions:

Manage customer contact segments as well as internal distribution lists, comms channels, and operational infrastructure essential for delivering accurate communications.

Build dashboards or reporting views in partnership with BI and/or Data Teams to measure comms performance.

Identify and implement process improvements that raise clarity and reduce friction for customer-facing teams.

Qualifications:

4-6+ years of experience in customer communications, content strategy, program management, operations or similar SaaS operational roles.

Exceptional writing, editing, and narrative development skills.

Strong cross-functional collaboration experience, especially with Marketing, Customer Success, Product,…