Director - Communications Platform & Strategy

Ally; Charlotte (NC); Hybrid; USD 135,000 - 235,000; Full time

Benefits offered by this job

Total rewards program (comprehensive)

401K with matching

Tuition reimbursement

Employee stock purchase plan

Paid parental leave

Job summary

Ally Finance is seeking a Director Communications Platform & Strategy to define and drive the enterprise digital communications roadmap across alerts, notifications, email, SMS, push messaging, and in-app experiences. This in-office role with a weekly hybrid schedule is based in Charlotte, NC.

You will lead the CCM platform, align governance standards, and partner with Technology, Marketing, Compliance, and Operations to deliver scalable, personalized communications that improve customer

Qualifications

• 7+ years of product management, digital platform, customer engagement, communications, or related experience.
• Experience leading enterprise-scale digital products or platforms.
• Demonstrated success developing product strategies and roadmaps that deliver measurable customer and business outcomes.
• Experience working across multiple communication channels including email, push notifications, SMS, alerts, and in-app messaging.
• Strong understanding of customer engagement, personalization, customer journey management, and digital servicing strategies.
• Experience leading cross-functional initiatives involving technology, operations, marketing, compliance, and customer experience teams.

Responsibilities

• Define and maintain the enterprise roadmap for customer alerts, notifications, onsite messaging, and digital communications.
• Serve as the primary digital product owner and business point of contact for the CCM platform.
• Partner with technology teams to prioritize platform investments, modernization efforts, and capability enhancements.
• Define enterprise governance standards for customer communications and establish channel preferences and consent management.
• Coordinate communication needs across business units and stakeholder groups.
• Leverage customer insights and analytics to continuously improve communications effectiveness.

Skills

Product management

Digital platform

Customer engagement

Cross-functional leadership

Multi-channel communications

Regulatory compliance knowledge

Education

High school Diploma or GED

Job description

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We love this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

Work Schedule:

Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

In office role with weekly hybrid schedule. Ally work location is Charlotte NC

The Director Communications Platform & Strategy is responsible for defining and executing the enterprise digital communications vision, strategy, and roadmap across customer engagement and servicing channels. This role oversees the capabilities, governance, and performance of customer communications across alerts, notifications, email, SMS, push messaging, and in-app experiences to ensure communications are timely, relevant, personalized, and aligned with customer needs.

Communications are both a critical engagement channel and a servicing capability. This leader drives a unified communications platform strategy that improves customer relevance, channel consistency, operational efficiency, and proactive issue resolution while enabling scalable, reusable communication capabilities across the organization.

The Work Itself

• Communications Strategy & Roadmap
  • Define and maintain the enterprise roadmap for customer alerts, notifications, onsite messaging, and digital communications.
  • Develop the long-term vision for customer engagement capabilities across all digital channels.
  • Identify opportunities to improve relevance, personalization, timing, and effectiveness of customer communications.
  • Create strategic plans that align communications capabilities with customer experience, servicing, and business objectives.
• Platform Ownership
  • Serve as the primary digital product owner and business point of contact for the Customer Communications Management (CCM) platform.
  • Partner with technology teams to prioritize platform investments, modernization efforts, and capability enhancements.
  • Drive requirements, prioritization, and delivery of reusable communications capabilities.
  • Ensure platform reliability, scalability, compliance, and performance meet evolving business needs.
• Channel Governance & Standards
  • Define enterprise governance standards for customer communications.
  • Establish channel preference, consent management, contact strategy, and message prioritization principles.
  • Create standards for communication frequency, escalation, suppression, and cross-channel coordination.
  • Ensure compliance with regulatory, privacy, and customer preference requirements.
• Cross-Functional Leadership
  • Coordinate communication needs across business units and stakeholder groups.
  • Partner with Marketing, Customer Experience, Operations, Digital Product, Legal, Compliance, Risk, and Technology teams to align priorities and delivery.
  • Serve as the central point of coordination for email, push, SMS, in-app messaging, and onsite communication strategies.
  • Drive alignment on communications objectives, investment priorities, and customer engagement outcomes.
• Customer Experience & Optimization
  • Leverage customer insights, behavioral data, and engagement analytics to continuously improve communications effectiveness.
  • Establish experimentation and personalization strategies that drive engagement and self-service adoption.
  • Monitor channel performance and customer outcomes to identify optimization opportunities.
  • Ensure communications support end-to-end customer journeys and reduce friction points across servicing experiences.

The Qualifications We’re Looking For

• 7+ years of product management, digital platform, customer engagement, communications, or related experience.
• Experience leading enterprise-scale digital products or platforms.
• Demonstrated success developing product strategies and roadmaps that deliver measurable customer and business outcomes.
• Experience working across multiple communication channels including email, push notifications, SMS, alerts, and in-app messaging.
• Strong understanding of customer engagement, personalization, customer journey management, and digital servicing strategies.
• Experience leading cross-functional initiatives involving technology, operations, marketing, compliance, and customer experience teams.

Preferred Experience

• Experience with Customer Communications Management (CCM) platforms.
• Knowledge of consent management, communication governance, and regulatory requirements impacting customer communications.
• Experience leveraging data, analytics, and experimentation frameworks to optimize customer engagement.
• Background in financial services, digital banking, or highly regulated industries.

Leadership Competencies

• Strategic thinker with the ability to translate vision into measurable outcomes.
• Strong product leadership and prioritization skills.
• Exceptional stakeholder management and influence capabilities.
• Customer-centric mindset with a passion for improving experiences through technology.
• Ability to drive alignment across diverse teams and competing priorities.
• Data-driven decision maker focused on continuous improvement and measurable results.

Minimum Qualifications

• 9+ years of relevant experience or equivalent combination of education and experience
• High school Diploma or GED equivalent

How We’ll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

Time Away:

Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).

Planning for the Future:

plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.

Supporting your Health & Well-being:

flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.

Building a Family:

adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.

Work-Life Integration:

other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.

Other Compensations:

depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.

To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

Who We Are

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on “Doing it Right” and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

In accordance with the Americans with Disabilities Act, if after review of the position expectations, you believe that you may need a medical accommodation to fulfill the duties of this role, please email [e-mail] with details of your accommodation request.

Base Pay Range

$135,000.00 - $235,000.00

An individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Incentive Compensation

This position is eligible to participate in our annual incentive plan.