Job Description

At Root, we’re harnessing the power of technology to revolutionize this archaic, complicated industry. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative insurtech companies in the world.

The Opportunity

As Root continues to evolve its customer communications ecosystem, this role will lead the transformation of customer-facing email and SMS communications from disparate systems, teams, and technical environments into a centralized, scalable CRM platform. This includes partnering across Product, Engineering, Servicing, Marketing, and Operations to migrate communications previously owned by different areas of the business while preserving business requirements, customer experience, compliance standards, and performance outcomes.

The ideal candidate brings experience leading large-scale communications migrations, balancing technical infrastructure and deliverability with customer experience, brand consistency, and business objectives. They will serve as a critical bridge between technical and marketing stakeholders, ensuring Root's evolving brand is expressed consistently and effectively across every customer touchpoint.

This role combines technical expertise with strategic guidance to ensure Root's CRM capabilities scale effectively to support our ambitious growth goals. You'll play a critical role in establishing best practices, building technical infrastructure, and optimizing performance of our email and SMS communications, with particular emphasis on remarketing and partnership-related campaigns.

Salary Range $103,000 - $128,500 (Eligible for Competitive Bonus & Equity Offering)

Root is a “work where it works best” company. Meaning we will support you working in whatever location that works best for you across the US. We will continue to have our headquarters in Columbus, Ohio.

How You Will Make an Impact

• Serve as the primary technical owner of Root's Braze platform, including architecture, configuration, governance, administration, and optimization.
• Lead the strategic migration and consolidation of customer communications from multiple internal systems and ownership groups into Root's centralized CRM ecosystem.
• Translate complex operational, servicing, product, and lifecycle communications into scalable, brand-aligned journeys within Braze and related marketing technologies.
• Design, build, launch, monitor, and optimize customer engagement programs across email, SMS, push, in-app messaging, and emerging channels.
• Design and execute customer journeys that support acquisition, remarketing, retention, servicing, and re-engagement initiatives.
• Develop audience segmentation strategies and activation frameworks to improve targeting, engagement, conversion, and customer experience outcomes.
• Lead experimentation efforts across messaging, creative, audience selection, timing, channel mix, personalization, and customer journey design.
• Collaborate with Analytics and Data Science teams to measure campaign effectiveness, evaluate incrementality, and identify optimization opportunities.
• Own Root's email deliverability strategy, including IP reputation management, domain health, authentication protocols, sender reputation monitoring, warming strategies, and inbox placement optimization and suppression frameworks.
• Partner with Marketing, Product, Operations, Engineering, Brand, and Creative teams to operationalize customer communications while ensuring Root's evolving brand identity is consistently and effectively represented across all customer communication channels.
• Partner with Engineering teams to implement and maintain customer events, integrations, data feeds, automated workflows, and technical requirements that support CRM programs and customer journey orchestration.
• Monitor, report to the Executive Leadership Team, and optimize email, SMS, and customer engagement performance metrics; develop reporting frameworks and executive-level dashboards that provide visibility into communication health and business impact.
• Troubleshoot platform, campaign, and deliverability issues to ensure reliable execution and performance.
• Stay current on emerging trends, technologies, and best practices in email, SMS, lifecycle marketing, deliverability, accessibility, customer engagement, AI-enabled capabilities, and marketing technology, translating those insights into measurable improvements.

What You Will Need to Succeed

• Experience leading large-scale migrations of customer communications
• Demonstrated success rebuilding and maintaining email sender reputation, IP health, and deliverability performance in complex environments
• Deep understanding of email authentication protocols and deliverability infrastructure
• Experience developing communication governance models across multiple business stakeholders
• Strong understanding of customer lifecycle communications, operational messaging, transactional messaging, and marketing communications
• Proven ability to balance technical platform requirements with customer experience, brand expression, compliance considerations, and business goals.

As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.

Please see our Privacy Notice available HERE for more information on how we process your personal data.

Consistent with the Americans with Disabilities Act (ADA) and the Civil Rights Act of 1964, it is the policy of Root to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for Root. The policy regarding requests for reasonable accommodation applies to all aspects of the hiring process. If reasonable accommodation is needed, please contact benefits@joinroot.com.