New

Customer Advocacy Program Operations & Technology Manager

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)

2900 Ames Crossing Road (Show on map)
Sep 03, 2025
Customer Advocacy Operations & Technology Manager We are seeking a driven and tech-savvyCustomer Advocacy Operations & Technology Managerto scale our Customer Advocacy Program by leveraging automation and technology. In this role, you will build and manage the advocacy tech stack, implement automation for content creation, operationalize internal sharing mechanisms, and develop robust reporting functionality to demonstrate the value of customer advocacy. You will partner closely with Product Marketing, Sales, and cross-functional teams to accelerate the rollout of our reference database and content repository, reduce manual effort, and enable data-driven decision-making. This role requires a unique blend of technical aptitude, operational excellence, and a deep understanding of marketing and sales enablement principles. You will be a key driver in maximizing the impact of our customer advocates by making it easier for internal teams to leverage their stories and insights. About the role: As a Customer Advocacy Operations & Technology Manager, you will Scale Customer Advocacy Functions:Design and implement automation solutions to streamline customer advocacy processes and increase program efficiency Build & Manage Tech Stack:Own the end-to-end management of advocacy technology platforms, ensuring optimal performance and integration Content Creation Automation:Implement automated workflows for content creation, curation, and distribution processes Internal Sharing Mechanisms:Operationalize systems and processes for seamless internal content and reference sharing Reference Database Rollout:Lead the accelerated deployment of our reference database, ensuring successful adoption across all relevant teams Content Repository Management:Drive implementation and optimization of a centralized content repository Reporting & Analytics:Build comprehensive reporting functionality to measure and demonstrate CAP ROI and program effectiveness Process Optimization:Reduce time spent by Product Marketing Managers and sales teams searching for and managing reference assets Technology Adoption:Drive organization-wide adoption of customer advocacy tools and platforms Performance Measurement:Enable robust measurement and reporting capabilities to track CAP ROI and program success metrics About you: You are a fit for the Customer Advocacy Operations & Technology Manager, if you have 5+ years in operations, program management, or technology roles supporting marketing, customer advocacy, or sales enablement functions; experience in B2B SaaS or enterprise technology preferred. Proven experience identifying, launching, and optimizing technology to streamline operations, including experience leveraging AI to drive efficiency. Experience with CRM tools (e.g., Salesforce), marketing automation platforms (e.g., Marketo), and dedicated customer advocacy or reference management platforms (e.g., ReferenceEdge, UserEvidence, Influitive, etc.) is preferred. Strong project management skills, with a track record of leading cross-functional initiatives from concept to completion. Strong analytical skills with a track record of establishing reporting frameworks, building dashboards, and measuring program ROI. Experience with BI tools (e.g., Tableau, Power BI) is a plus. Exceptional communication, interpersonal, and stakeholder management skills, with the ability to influence cross-functional teams. Self-starter who thrives in fast-paced environments and is passionate about leveraging technology to solve business challenges. Bachelor's degree in Marketing, Business Administration, Information Technology, or a related field. Preferred Qualifications Experience in B2B technology or professional services industry Background in customer marketing, advocacy, or reference programs Technical skills in database management and integration platforms Experience with content management systems and digital asset management #LI-GK1 What's in it For You? Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The base compensation range for the role in any of those locations is $83,090 - $154,310. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $72,100 - $133,900. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.