Want to know if this job is worth applying to?
Atlanta, Georgia, United States
Hybrid
OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.
OneTrust is seeking a Sr Manager, Community Strategy & Governance to lead the strategy and operating models that connect our Community experience across MyOT, customer events, customer reference programs, content, customer advisory programs, and lifecycle engagement.
This newly created leadership role will turn a CX-led vision into a focused, measurable operating model. You will establish the roadmap, governance cadence, prioritization framework, standards, and performance measures that align Marketing, Customer Success, Support, and Operations around one connected Community experience.
MyOT Community design, roadmap, development, and day-to-day support are owned within Digital CX. You will lead the dedicated Community team and external partners responsible for delivering and evolving that experience. You will also work closely with Marketing, which retains ownership of the broader customer advocacy function, while building the operating model for a Community-connected Customer Reference Program.
This is a high-impact role for a strategic operator who can lead through influence, create clarity across teams, and turn customer engagement into measurable business value.
What You’ll Do
Define and evolve OneTrust’s multi-year Community strategy, roadmap, operating model, and success measures.
Lead the operating models for MyOT Community, customer events, customer reference programs, customer advisory boards, Community content, and lifecycle engagement.
Own the end-to-end MyOT Community experience within Digital CX, including UX and design, requirements, backlog prioritization, development roadmap, and operational support.
Lead and develop the Community team, including Community management and platform development, while directing external delivery partners.
Establish the Community governance cadence, decision rights, shared priorities, dependency management, and escalation process across partner functions.
Partner with Marketing and Field Marketing to connect Community programming, campaigns, content, customer events, and post-event engagement.
Partner with Customer Success and Support to connect Community with onboarding, adoption, education, self-service, customer health, and customer feedback.
Build and operate a Community-connected Customer Reference Program in partnership with Marketing’s customer advocacy function. Marketing will continue to own advocacy strategy, storytelling, amplification, and campaign activation.
Lead customer advisory board and product advisory program design, experience, insight capture, follow-through, and closed-loop communication.
Translate Community behavior, customer feedback, advisory input, and program data into recommendations for business and customer-facing teams.
Define KPIs and executive reporting that show Community health, customer value, engagement quality, reference activity, adoption contribution, and business impact.
Build a culture of customer-centered decision-making, accountability, transparency, and measurable value realization.
What You’ll Bring
10+ years of experience in customer experience, customer Community, customer marketing, digital experience, customer operations, or a related discipline, including experience in B2B SaaS.
Experience building a Community or customer engagement strategy and operating model from the ground up.
A track record connecting customer programs to measurable outcomes such as adoption, retention, customer health, pipeline influence, or revenue.
Strong understanding of Community management, engagement strategy, customer programs, customer references, customer advisory boards, and customer content.
Experience designing customer-centered digital experiences and translating customer needs into platform requirements and delivery priorities.
Experience managing a team and external partners, including technical or developer-adjacent functions.
Strong cross-functional governance and influencing skills, with the ability to align teams without relying on direct authority.
Strong executive communication, business acumen, and comfort building an investment and value narrative.
What Success Looks Like
In your first year, you will:
Establish a clear Community operating model, governance structure, partner roles, and decision rights.
Deliver an approved multi-year roadmap and sequenced first-year plan.
Improve MyOT’s role as the digital destination for Community, self-service, education, and customer engagement.
Launch repeatable event-to-Community follow-through and Customer Reference Program models.
Establish a consistent customer advisory board experience and closed-loop insight process.
Implement an executive measurement and reporting cadence that connects Community activity to customer and business outcomes.
Build a strong, accountable Community team and operating rhythm across internal and external partners.
Core Competencies
Strategic leadership and operating-model design.
Cross-functional influence and governance.
Customer-centered judgment.
Product and digital experience thinking.
Executive communication and business acumen.
Operational rigor and accountability.
Team leadership and partner management.
Comfort operating in ambiguity and building new capabilities.
For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.
We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.
Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.
As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.
Check out the following to learn more about OneTrust and its people:
You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.
Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.
When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.
OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.
