Responsibilities

• Lead the strategy, development, and execution of QA processes and operational controls across Salesforce Marketing Cloud and marketing campaigns.
• Establish scalable QA frameworks, testing standards, and governance practices to improve campaign accuracy, consistency, and reliability.
• Own end-to-end quality KPIs and operating cadences (e.g., defect escape rate, incident rate, deployment success rate, data-quality SLAs), including executive-ready reporting and quarterly quality business reviews.
• Lead and coach a team of QA analysts/ops specialists (and/or vendors), including hiring, performance management, skills development, and capacity planning across multiple marketing workstreams (lifecycle, acquisition, retention, and testing/experimentation).
• Establish and chair cross-functional QA governance forums (release readiness, change control, and incident postmortems) with clear RACI, go/no-go criteria, and accountability for remediation timelines.
• Partner with Product/Engineering/MarTech leaders on the Salesforce ecosystem roadmap; translate quality risks into prioritized backlog items and secure resourcing for reliability improvements.
• Manage and optimize the QA toolchain and budget (test automation, monitoring/alerting, data validation, and documentation platforms) to reduce manual effort and improve speed-to-market.
• Reduce and prevent customer-facing incidents by proactively identifying risks, gaps, and failure points across campaign workflows, automations, and data processes.
• Review and validate complex lifecycle, triggered, and near real-time marketing campaigns to ensure alignment with business requirements, customer experience standards, and deployment specifications.
• Partner closely with Marketing Operations, Channel Marketing, MarTech, Analytics, and Data teams to support high-quality campaign execution and operational excellence.

Requirements

• Typically requires a minimum of 8 years of experience in QA, Marketing Operations, CRM, or data-driven marketing environments supporting enterprise-scale campaign execution and customer communications and 5 years of hands-on experience within the Salesforce ecosystem, with deep expertise in Salesforce Marketing Cloud required; experience with Salesforce Data Cloud strongly preferred.
• Typically requires a minimum of 5 years of people-management experience and a Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, Mathematics, Statistics, or a related field, or equivalent practical experience.
• Demonstrated ownership of operational governance (release readiness/change control) and quality KPIs/SLAs, with experience presenting risks, tradeoffs, and outcomes to senior leadership.
• Advanced understanding of database marketing, customer data architecture, audience segmentation, campaign execution workflows, and lifecycle marketing operations.
• Strong SQL skills with the ability to validate audience logic, troubleshoot data discrepancies, perform campaign QA, and analyze deployment results.
• Proven experience designing and implementing QA processes, testing frameworks, operational controls, and scalable governance models for marketing and CRM programs.
• Experience reviewing and validating complex customer journeys, automations, personalization logic, and campaign configurations against business and technical requirements.
• Experience developing or supporting monitoring, telemetry, alerting, and operational reporting capabilities to improve campaign reliability and reduce customer-facing incidents.
• Strong analytical, problem-solving, and troubleshooting skills with exceptional attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced, cross-functional environment while maintaining high quality standards.