Senior Director, Customer Communications

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 

Join our team! We’re building a world where Identity belongs to you.

Okta is seeking a Senior Director of Customer Communications to join our team. In this communication leadership role, you will spearhead the strategy and execution of customer-facing communications, ensuring clarity, consistency, and alignment with our brand values. 

This critical role requires a strategic thinker with a robust background in customer communications within the technology or identity management sectors, exceptional leadership and communication capabilities, and a passion for enhancing customer engagement and satisfaction.

 

Key Responsibilities:

• Strategy Development:  Design and implement a comprehensive customer communication strategy that supports the company's objectives and enhances the overall customer experience in the identity management space.
• Leadership:  Build, lead, and mentor a team of communication professionals, promoting a collaborative and high-performance culture that drives excellence and innovation.
• Cross-Functional Collaboration:  Collaborate closely with marketing, product development, customer support, customer success, and other departments to ensure cohesive, effective, and consistent messaging across all channels.
• Content Creation:  Oversee the development of high-quality content tailored for various communication channels, including email, social media, website, and customer support materials, ensuring it is relevant.
• Customer Feedback:  Create and leverage systems/processes to gather and analyze customer feedback and insights, leveraging this data to refine communication strategies and enhance customer satisfaction.
• Performance Metrics:  Establish and monitor KPIs to measure the effectiveness of customer communications, providing regular performance reports and making data-driven decisions to optimize strategies.
• Innovation:  Stay updated on industry trends and emerging technologies in identity management to continuously improve communication methods and customer engagement.

 

Qualifications:

• Bachelor’s degree in Communications, Marketing, Business Administration, or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in customer communications or a related field, with at least 5 years in a leadership role within the technology or identity management sectors.
• Ability to thrive in a fast-paced environment while multitasking, re-prioritizing projects, and communicating priority updates to stakeholders.
• Demonstrated ability to work with C-level executives inclusive of message development for top leaders and expertise in influencing and advising executives on communication strategies.
• Experience creating and implementing effective communication strategies to align with business goals.
• Excellent written and verbal communication skills.
• Experience with CRM software and customer feedback tools.

    Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:

• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.          
• Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Develops Talent: Developing people to meet both their career goals and the organization’s goals.
• Drives Results: Consistently achieving results, even under tough circumstances.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.

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Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications,