Customer Comms Platform Manager

CCM shared service team is seeking Software Engineering Manager to lead a team of engineers and analysts delivering CCM platform solutions. This role combines traditional engineering management responsibilities with a strong emphasis on driving AI adoption across the team. The ideal candidate is hands-on enough to guide technical direction on Quadient and related CCM technologies, while also possessing the vision and mindset to embed AI tools and practices into the team’s daily engineering workflow., Team Leadership & People Management:

• Lead, mentor, and develop a team of software engineers, functional analysts, and technical leads.

• Define team goals, manage performance, and foster a culture of continuous learning and innovation.

• Conduct regular 1:1s, performance reviews, and career development conversations.

• Recruit, onboard, and retain top engineering talent.

CCM Platform Ownership:

• Provide technical oversight and direction for solutions built on Quadient Inspire and xPression.

• Guide the team through complex technical issues, platform upgrades, and integration challenges.

• Ensure adherence to best practices in document design, data mapping, payload transformation, and distribution workflows.

• Partner with architects and product owners to define scalable, maintainable CCM solutions.

• Oversee end-to-end delivery from requirements through testing, deployment, and support.

AI Strategy & Adoption:

• Champion the adoption of AI tools and engineering practices within the team.

• Identify opportunities to leverage AI/ML for automation, code generation, testing, and workflow optimization.

• Enable and empower engineers to integrate AI assistants (e.g., GitHub Copilot, LLM-based agents) into their daily development practices.

• Partner with cross-functional teams to evaluate and pilot emerging AI technologies relevant to CCM and enterprise communications.

• Lead by example - actively using and advocating for AI-driven approaches to engineering delivery.

Delivery & Program Management:

• Manage delivery commitments, sprint planning, capacity, and roadmap execution in an Agile/SAFe environment.

• Proactively identify and resolve risks, dependencies, and blockers.

• Communicate status, progress, and escalations effectively to senior leadership and stakeholders.

• Ensure quality standards, security requirements, and compliance obligations are met across all deliverables.

’- BA/BS in Computer Science, Information Systems, or a related field.

• 8+ years of experience in software engineering or technical analysis, with 3+ years in a people management or engineering lead role.

• Hands-on experience with Quadient Inspire or other CCM platforms (xPression, Documaker, Exstream).

• Solid understanding of CCM workflows including document generation, archiving, and multi-channel distribution (print, email, SMS, fax).

• Demonstrated track record of leading engineering teams in an Agile/SAFe delivery environment.

• Working knowledge of AI tools and a genuine passion for driving AI adoption within engineering teams.

• Strong stakeholder management, communication, and cross-functional collaboration skills.

Leadership & Soft Skills:

• Servant-leader mindset with a focus on team growth and empowerment.

• Strong decision-making and prioritization abilities in a fast-paced environment.

• Ability to balance hands-on technical involvement with strategic leadership responsibilities.

• Excellent problem-solving skills with a bias toward action and continuous improvement.

Preferred Qualifications

’- Experience building or scaling AI-enabled engineering workflows using tools such as GitHub Copilot, Microsoft Copilot Studio, LangChain, or similar.

• Familiarity with REST/SOAP API integration patterns within CCM ecosystems.

• SAFe Program Consultant (SPC) or SAFe Release Train Engineer (RTE) certification.

• Experience with MetLife data store standards, archiving platforms, or enterprise print/mail operations.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $105,400 - $140,500. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.