Senior Manager, Customer Communications Management

Senior Manager, Customer Communications Management (CCM) Development

1 Robert Speck Pkwy, Mississauga, ON L4Z 2G5, Canada

Job Description

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for every employee to feel valued and accepted as part of the team and connected to Symcor and our values, fostering a sense of belonging. Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. If you need accommodation for the interview process, just let us know #youbelonghere

Lead a hybrid team of developers and QA professionals to build and maintain Symcor’s strategic CCM delivery ecosystem, currently leveraging Quadient’s suite of products (Inspire, Interactive) as its foundation. Oversee client onboarding and project delivery to support business growth. Recommend products, solutions, and processes to advance application development and infrastructure. Ensure business, operational, and client requirements are met in line with SLAs. Collaborate with operations to drive continuous improvement and automation. This role reports to the Director of Development.

This is a hybrid role with flexible onsite expectations, typically 2 days per week. New employees are expected to be onsite 2 to 3 times a week during their first three months to support onboarding and collaboration. #LI-Hybrid

About The Role

- Oversee the development and implementation of document composition platforms to ensure robust, resilient solutions that meet business and client needs

- Lead a hybrid team of full-time, contract and vendor (on/off shore) resources to provide the optimal resource and skill mix required to fulfill the team’s objectives

- Partner with Project Managers to plan, schedule, and deliver maintenance releases and change requests, ensuring platform stability and client satisfaction

- Propose solutions to accelerate time-to-market and reduce costs, leveraging AI and automation where appropriate

- Support pre-sales, internal changes, and client onboarding, including participation in solution and requirements sessions

- Develop technical roadmaps to support the Product team’s vision

- Lead the team in their Tier 3 support role to resolve technical issues and manage escalations

- Prepare and manage team plans, resourcing and budgets, adjusting to meet targets and business needs

- Coach, develop and assess team members

What You Need to Succeed

Education

- Bachelor’s degree in computer science, information technology, or related field or a combination of education, training and experience deemed to be equivalent

Experience

- 6+ years of experience in software and application development

- 2+ years of experience in Customer Communication Management (CCM) or document composition environments (e.g., Quadient Inspire, OpenText Exstream)

- 3+ years of people leadership experience managing technical teams (developers, QA, or platform specialists)

Skill requirements

- Strong technical foundation with hands‑on familiarity in deploying, maintaining, and delivering services using vendor-based products.

- Proven ability to lead and develop teams, set direction, and build strong engagement across hybrid and vendor-supported environments

- Strong presentation capabilities, with the ability to craft clear, executive‑ready narratives that influence decisions

- Ability to build business cases and translate technical concepts into clear, executive‑level recommendations

- Skilled in navigating complex stakeholder groups and presenting in senior‑level forums

- Excellent communication, collaboration, and problem‑solving skills in fast‑paced, dynamic environments

What’s In It For You

At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products, services, and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

- A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well‑being through our myWell-being program.

- Leaders who support your development through coaching and managing opportunities.

- Ability to make a difference and lasting impact.

- Opportunities to do challenging work and progressively take on greater accountabilities for growth.

- We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You®, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.

Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. Upon request, we will provide accommodation for candidates.

1 Robert Speck Pkwy, Mississauga, ON L4Z 2G5, Canada

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