Senior Manager, Operations, Driver Communications and Engagement (Last Mile Delivery)

Position Summary...

As part of the Last Mile Delivery (LMD) organization, our Driver Content, Communications & Engagement team connects hundreds of thousands of gig drivers nationwide through the Spark Driver App. We create meaningful touchpoints that raise awareness, educate, and inspire engagement. Our mission? To deliver personalized, contextualized experiences that empower drivers and build long-term loyalty—using data-driven insights and innovative communication strategies. 

We’re looking for a strategic leader to define and execute how we communicate with our driver community. As Senior Manager, Driver Communications & Engagement, you will own the vision for editorial strategy, channel optimization, engagement programs, and platform evolution. You’ll lead a high-performing team and partner cross-functionally to deliver communications that drive adoption, retention, and satisfaction. Your work will directly influence the success of our delivery network and the experience of every driver on the platform.

What you'll do...

Lead Editorial Strategy 

• Develop and execute unified communication plans for product launches, platform initiatives, and engagement programs. 

• Craft storytelling frameworks tailored to driver personas, lifecycle stages, and success milestones. 

• Oversee crisis communication to ensure speed, transparency, and trust during unexpected events. 

Own the Communication Platform 

• Act as the business owner for our driver communication platform, shaping its strategic evolution. 

• Partner with engineering, product, and analytics teams to enhance capabilities and deliver best-in-class experiences. 

• Influence the future of the Spark Driver App’s communication tools and technology stack. 

Manage and Develop a High-Performing Team 

• Foster a culture of innovation, operational rigor, and driver obsession. 

• Set clear goals, coach for excellence, and create growth pathways for team members. 

Drive Operational Excellence 

• Optimize workflows for content development, targeting, measurement, and iteration. 

• Analyze performance data to surface insights and continuously improve engagement strategies. 

• Collaborate with analytics teams to evolve KPI frameworks that tie communication efforts to business outcomes. 

What You’ll Bring 

• Experience: 8+ years in communications, lifecycle marketing, or engagement strategy—ideally in a platform, marketplace, or gig-economy context; 3+ years managing a team. 

• Storytelling Expertise: Ability to craft emotionally resonant, action-driven narratives that build trust and loyalty. 

• Proven Impact: Track record of developing and scaling communication strategies that drive measurable outcomes (adoption, engagement, retention). 

• Technical Skills: Familiarity with campaign platforms (Braze, Salesforce Marketing Cloud, Iterable), CRM systems, audience segmentation, and lifecycle messaging strategies. 

• Lifecycle Engagement Knowledge: Expertise in designing segmentation-based messaging strategies across the driver journey—from onboarding to long-term retention. 

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