Qa Manager- Communications

The Manager of Citizens’ Communications Quality Assurance team leads the strategy, execution, and continuous improvement of quality assurance processes for personalized customer-facing communications across digital channels, including email, SMS, mobile applications, and real-time decisioning platforms prior to production release. This role ensures accuracy, compliance, consistency, and customer-level precision in all outbound communications, enabling Citizens to deliver high-quality, error-free customer experiences. The QA Manager will also work closely with the Communications Platform Product Owners on the development and oversight of end-to-end data and process controls contributing to the overall health of the communications platform. The QA Manager is responsible for overseeing a team of QA specialists, establishing testing and governance standards, partnering with cross-functional stakeholders, and driving process optimization through automation, data-driven insights, and innovation, such as introducing AI capabilities to the QA process. They will also drive continuous improvement through metrics, audits, and root-cause analysis. The ideal candidate balances strong people leadership with hands-on QA expertise and the ability to influence outcomes across marketing, technology, and compliance teams.