Director - Communications Platform & Strategy

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 lo