Senior Communications Lead (For independent contractors)

The Senior Communications Lead will support the Sr Manager of Order to Cash (O2C) Partner Experience to design, and govern the end-to-end communications program for O2C, owning strategy, execution, and measurement so messages are clear, compliant, and genuinely useful for internal and external stakeholders.

In their role, they continuously improve how and where we communicate, using data to spot gaps, simplify processes, and scale what works. Partnering with Product, Finance, Payment Operations, Credit Control, Global Revenue Operations, FinTech, Legal/Compliance, and key vendors, they shape communications for major incidents, issues, product rollouts, contingencies, and change programs, earning senior stakeholder buy-in while reducing risk. They also lead the root cause analysis (RCA) of incidents and issues, run the CAPA (Corrective and Preventive Action) process end to end, and turn PSAT insights into concrete improvements that lift satisfaction and reduce repeat pain points.

Finally, they equip teams to succeed, setting standards, building playbooks, and delivering training, so people stay current on processes and our communications stay timely, accurate, and easy to act on.

Key Responsibilities

• Define the O2C wide communications and change operating model as a single threaded individual contributor: standards, decision trees, pre approved copy libraries, channel strategy, and approval workflows across Finance leadership, Legal, Digital Partner Experience (DPE), Global Communications, and Marketing.

  
  

• Develop and implement comprehensive communications strategies aligned to business objectives, balancing financial stewardship, partner trust, and reputational risk through structured, transparent messaging

  
  

• Lead high stakes incident communications end to end: apply tiering and severity, route escalations, meet notification SLAs, and execute via the contingency plan and approved channels.

  
  

• Manage critical change communications for platform and tooling transitions (for example, Zendesk to ServiceNow and Asana to Jira), including readiness criteria, enablement plans, and adoption metrics.

  
  

• Drive ADKAR based change practices across O2C; coordinate (not manage) the change ambassadors and community of practice to scale adoption.

  
  

• Conduct root cause analysis for communications and stakeholder experience issues; integrate RCA to CAPA into playbooks to prevent recurrence and shorten time to resolve.

  
  

• Improve partner experience with partner researched content, proactive and reactive touchpoints across incident stages, and a quarterly PSAT review loop to iterate on clarity, tone, timing, and channel.

  
  

• Collaborate across FinTech, O2C, Customer Service, Regulatory Complaints, Business Units, Global Communications, and Legal to identify communication needs and develop tailored solutions that reduce inbound friction.

  
  

• Manage high stakes communications during outages and issues (for example, payout disruptions, reporting errors, overpayments or underpayments) with clear decision rights, approval pathways, and time bound updates.

  
  

• Lead craft mentoring and enablement (no line management): design training content, run deep dive sessions, and partner with people leaders and Learning so teams are equipped to manage stakeholder communications effectively.

  
  

• Maintain quarterly stakeholder maps and communications plans; publish outcome reports on communications SLAs, time to first communications, recurrence reduction (CAPA), adoption and readiness, partner escalations, and PSAT trends.

  
  

• Provide commuDefine the O2C wide communications and change operating model as a single threaded individual contributor: standards, decision trees, pre approved copy libraries, channel strategy, and approval workflows across Finance leadership, Legal, Digital Partner Experience (DPE), Global Communications, and Marketing.

  
  

• Develop and implement comprehensive communications strategies aligned to business objectives, balancing financial stewardship, partner trust, and reputational risk through structured, transparent messaging

  
  

• Lead high stakes incident communications end to end: apply tiering and severity, route escalations, meet notification SLAs, and execute via the contingency plan and approved channels.

  
  

• Manage critical change communications for platform and tooling transitions (for example, Zendesk to ServiceNow and Asana to Jira), including readiness criteria, enablement plans, and adoption metrics.

  
  

• Drive ADKAR based change practices across O2C; coordinate (not manage) the change ambassadors and community of practice to scale adoption.

  
  

• Conduct root cause analysis for communications and stakeholder experience issues; integrate RCA to CAPA into playbooks to prevent recurrence and shorten time to resolve.

  
  

• Improve partner experience with partner researched content, proactive and reactive touchpoints across incident stages, and a quarterly PSAT review loop to iterate on clarity, tone, timing, and channel.

  
  

• Collaborate across FinTech, O2C, Customer Service, Regulatory Complaints, Business Units, Global Communications, and Legal to identify communication needs and develop tailored solutions that reduce inbound friction.

  
  

• Manage high stakes communications during outages and issues (for example, payout disruptions, reporting errors, overpayments or underpayments) with clear decision rights, approval pathways, and time bound updates.

  
  

• Lead craft mentoring and enablement (no line management): design training content, run deep dive sessions, and partner with people leaders and Learning so teams are equipped to manage stakeholder communications effectively.

  
  

• Maintain quarterly stakeholder maps and communications plans; publish outcome reports on communications SLAs, time to first communications, recurrence reduction (CAPA), adoption and readiness, partner escalations, and PSAT trends.

  
  

• Provide communications leadership in sensitive programs (for example, overpayment recovery), balancing financial stewardship, partner trust, and reputational risk through structured, transparent messaging.

  
  

• Ensure compliance and consistency: oversee legal, policy, and brand alignment for partner facing content, and keep the approval panel and matrix current (review cadence for common versus uncommon scenarios).

  
  

• Collaborate & support internal projects within broader Payments Operations team

  
  

• Ad hoc projects as required.

Requirements of special knowledge/skills

• Bachelor’s degree, Masters is additional plus point or equivalent.

  
  

• Ability to operate in a fast paced, dynamic environment

  
  

• Expert organizational, interpersonal, communication and networking skills.

  
  

• 5+ years experience in the following areas: Project management, Stakeholder management, Communications in an Operational environment

  
  

• Self-starter with the ability to work independently

  
  

• Strong attention to detail, organization and time management skills.

  
  

• Ability to work across silos & connect the work of disparate groups

  
  

• Ability to take ownership, entrepreneurial, pro-active with positive attitude;

  
  

• Ability to operate in a fast paced and dynamic environment; willing to roll up one’s sleeves and get work done

  
  

• Excellent influencer with the ability to identify and lead stakeholder groups

  
  

• Expert organizational, interpersonal, communication and networking skills

  
  

• Excellent influencer with the ability to identify and lead stakeholder groups without line management.

  
  

• Own and evolve an O2C wide communications operating model (standards, decision trees, templates, channels, approval governance).

  
  

• Lead incident communications end to end, including severity tiering, routing, and notification SLAs using contingency playbooks and approved channels.

  
  

• Apply ADKAR based change practices to plan and land platform and ways of working transitions with clear readiness and adoption criteria.

  
  

• Craft clear, partner centered messages; build and maintain pre approved content libraries for common scenarios.

  
  

• Executive ready written and verbal communications; concise leadership updates and decision papers.

  
  

• Perform root cause analysis for communications and experience issues; convert findings into CAPA and playbook updates.

  
  

• Define and track PSAT, time to first communication, notification SLA, recurrence reduction, and adoption metrics; turn insights into actions.

  
  

• Facilitate review and approval panels and change ambassadors communities as an individual contributor.