Technical Project Lead - Customer Communications Technology

About the role

The Technical Project Lead supports the delivery and operational management of customer communications technology initiatives, from intake through implementation and production readiness. The role acts as a key link between business, CX, marketing/communications, QA and technical delivery teams, turning business needs into well-defined technical work and coordinating requirements, dependencies, risks, issues and delivery activities. It also contributes to more standardized, repeatable and scalable project management and delivery practices.

Key responsibilities

• Manage technical requirements for customer communications initiatives from intake through implementation, translating business needs into clear, actionable technical work.
• Manage scope, dependencies, risks, issues and changes, and coordinate requirements covering data, integrations, templates, personalization, automation and deployment.
• Coordinate delivery and handoffs across development, QA/testing and production, track defects, requirement gaps, scope changes and blockers, and ensure release readiness.
• Act as a coordination point between business, CX, technical delivery and QA teams, facilitate working sessions and escalate unresolved blockers.
• Maintain traceable documentation of requirements, decisions, dependencies and changes, and help build standardized project management practices, templates, SOPs and runbooks.

Required profile

• Experience coordinating QA/testing and production release processes.
• Experience in insurance, financial services or another regulated industry.

Required skills

• Salesforce Marketing Cloud (SFMC) or a comparable marketing automation/customer communications platform.
• API, FTP/file-based or other data delivery and integration patterns.
• Azure DevOps, Jira or comparable development and work-management platforms.