What are the responsibilities and job description for the Customer Communications Management Lead position at Stanley David and Associates?
Job Title: Customer Communications Management Lead
Location: Atlanta, GA
Job Type: Fulltime
Job Description:
Must Have Technical/Functional Skill
- 10–12 years of IT experience with strong hands on expertise in OpenText CCM
- Proven experience with OpenText Exstream / xPression (mandatory)
- Strong understanding of document composition, template design, batch and real time processing
- Experience in Insurance domain (Life, P&C, Group Benefits preferred)
- Knowledge of integration with core policy, claims, billing systems
- Experience supporting production environments and regulated systems
Preferred Skills
- Exposure to OpenText upgrades, migrations, and cloud deployments
- Working knowledge of ITIL processes and DevOps practices
- Experience with performance tuning and volume based document generation
Roles & Responsibilities
Technical Delivery & Solution Design
- Lead end-to-end design and development of OpenText CCM solutions for insurance communications
- Provide technical leadership across CCM components including Exstream, xPression, Archive, and Correspondence
- Ensure secure, scalable, and high performance document generation and multi channel delivery (print, email, digital)
- Review architecture, code quality, and design standards aligned with TCS best practices
Insurance Communications Enablement
- Design customer communications for policy lifecycle events (onboarding, renewals, endorsements, claims, billing, regulatory notices)
- Ensure compliance with insurance regulatory, audit, and data privacy requirements
- Support personalization, branding, and content governance needs across lines of business
Production Support & Stability
- Provide L3 production support for CCM applications, including incident resolution, root cause analysis, and performance tuning
- Partner with Service Delivery Managers to ensure SLA adherence, release readiness, and change management
- Drive reduction of recurring defects and operational risk
Team & Stakeholder Leadership
- Lead and mentor onshore/offshore CCM development teams within TCS delivery model
- Collaborate with business stakeholders, architects, QA, and infrastructure teams
- Contribute to effort estimation, planning, and technical risk management
Transformation & Continuous Improvement
- Drive modernization of legacy CCM platforms, including cloud readiness and DevOps adoption
- Identify opportunities for automation, template rationalization, and performance optimization
- Support migrations, upgrades, and adoption of OpenText roadmap capabilities
Salary : $130,000 - $150,000