Senior Manager, Community Strategy & Governance

The Challenge

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.

Your Mission

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.

You Are/Have

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.

Extra Awesome

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.

Salary Range

$139,050—$185,400 USD