The Creative & Digital Operations Communications Manager reports to the
Director, Operations Communications in the R&W Operations Department. This role
serves as a senior individual contributor supporting Operations initiatives and
accountholder outreach. This role functions as the primary hands‑on expert
responsible for the end‑to‑end execution of creative and digital communications,
translating strategic direction and business requirements into execution‑ready
deliverables across digital and print channels. Operating with a high degree of
independence, the position owns creative production, digital build, testing, and
deployment activities using CRM and messaging platforms, professional design
tools, and internal and third‑party systems. The role partners closely with
cross‑functional stakeholders to ensure communications are accurate, compliant,
on‑brand, and effectively delivered within a regulated operating environment,
carrying significant accountability, specialized expertise, and judgment
associated with accountholder‑facing communications.
In addition to execution responsibilities, this role serves as a subject matter
expert and advisor on communications technologies, creative processes, and
digital engagement strategies. The position partners with business leaders to
evaluate communication tools, vendor capabilities, system requirements, and
process improvements, supporting change enablement initiatives and future-state
communication strategies. The role also leverages internal performance data,
market intelligence, and industry trends to provide recommendations that improve
communication effectiveness and support organizational goals.
Duties & Responsibilities
Design and produce creative assets for digital and print communications,
including emails, letters, forms, templates, and supporting materials
Build, test, and deploy accountholder communications using CRM and messaging
platforms such as Salesforce Marketing Cloud, SendGrid, BizTalk, and similar
tools
Provide hands‑on graphic design support using Adobe Creative Suite (InDesign,
Illustrator, Photoshop, Acrobat)
Create and maintain standardized templates for emails, digital forms, and
other recurring communications to improve consistency and efficiency
Translate messaging, requirements, and timelines into execution‑ready digital
and print deliverables
Support quality assurance activities, including testing, proofreading,
formatting validation, and deployment checks
Ensure all communications adhere to brand standards, accessibility
guidelines, and compliance requirements
Manage updates, version control, and ongoing maintenance of creative and
digital assets
Collaborate with cross-functional partners throughout the communication
lifecycle
Partner with business and technology teams to support change enablement
initiatives related to communication platforms, processes, and vendor
solutions
Evaluate communication technologies, platform capabilities, and business
requirements; provide recommendations that support operational efficiency,
scalability, and business objectives
Analyze communication performance metrics, engagement data, and operational
results to identify trends, opportunities, and recommendations for continuous
improvement
Monitor industry trends, emerging technologies, best practices, and
competitive insights to inform communication strategies and support business
goals
Serve as a trusted advisor to leadership by providing data-driven
recommendations related to communication strategy, digital capabilities, and
future-state solutions
Other duties as assigned
People Leader Responsibilities
Individual Contributor role with no current direct reports; future
supervisory responsibilities possible as organizational needs evolve.
Qualifications
Education & Experience
Minimum required:
Bachelor’s degree in Graphic Design, Digital Media, Communications,
Marketing, or a related field, or equivalent practical experience
5-7 years of experience in digital communications, graphic design, email
marketing, or related roles
Hands‑on experience working with CRM or messaging platforms for email and
digital outreach
Additional Preferred:
Experience supporting communications in regulated or operational environments
Skills & Abilities
Strong visual design skills with a solid understanding of layout, typography,
and branding
Proficiency with Adobe Creative Suite
Experience building and deploying email and digital communications through
CRM or messaging platforms
High attention to detail and strong quality‑control mindset
Ability to manage multiple priorities and deadlines with minimal oversight
Strong collaboration and communication skills
Comfort working with evolving tools, platforms, and processes
Ability to translate requirements into polished, execution‑ready outputs
Other Requirements
Typical schedule is Monday - Friday 9am – 5pm EST with flexibility for
occasional longer hours during peak periods if necessary.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are
required to adhere to Company in-office work guidelines of 4 days per month
minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday)
Infrequent travel (less than 10%)
Ability to provide personal transportation for training or meetings may be
required
Occasionally lifts up to 25 pounds
Prolonged periods of sitting and operating standard office equipment