Responsibilities

• Own the end-to-end error management process, including intake, triage, severity assessment, escalation, containment coordination, RCA facilitation, and follow-through tracking.
• Lead structured, blameless post-incident investigations and produce clear root cause analysis that translates into durable upstream fixes and prevention guardrails.
• Serve as the operational lead for incident and issue communication with cross-functional partners, including client-facing stakeholders, translating technical findings into clear business impact, timelines, and resolution plans.
• Provide hands-on QA execution and surge support during high-volume and high-risk periods, performing end-to-end validation of complex campaigns including segmentation logic, HTML rendering, dynamic personalization, and platform-level behavior in Iterable and Salesforce.
• Partner closely with the Troubleshooter function to standardize intake, reduce time-to-resolution, improve escalation quality, and decrease repeat issue volume through systemic prevention work.
• Champion adoption of AI tools and AI-enabled workflows to automate routine validation, anomaly detection, and RCA support, shifting QA work from manual checking to higher-leverage oversight.
• Build practical team enablement that increases technical depth and consistency across QA execution, including reusable templates, checklists, investigation guides, and AI workflow examples.
• Partner with MarTech Engineering to implement technical guardrails such as automated validation, monitoring/observability improvements, and preflight checks that prevent errors before deployment.
• Partner with Growth Product to surface systemic risk, inform requirements and rollout plans, and reduce quality escapes through scalable product and platform design.
• Develop reporting and dashboards that provide visibility into error trends, severity, recurrence, time-to-resolution, and prevention effectiveness, enabling accountability and prioritization across teams.

Requirements

• Bachelor’s degree in Marketing Operations, Computer Science, Business, Operations or a related technical field
• 6+ years of experience in Marketing Operations, Quality Operations, Technical Operations, or a closely related operational domain.
• Demonstrated ownership of error/incident management processes, including investigation leadership and cross-functional follow-through.
• Strong technical fluency across marketing technology ecosystems, including experience operating in platforms such as Iterable and Salesforce.
• Proficiency in SQL for segmentation validation and data sanity-checking.
• HTML/CSS fluency for template troubleshooting and rendering validation.
• Demonstrated strong ability to lead critical conversations with non-technical stakeholders and translate technical issues into clear, executive-ready communication, particularly under pressure, delivering accurate information quickly.
• Proven ability to drive accountability and outcomes through influence across multiple partner teams.
• Proven operational agility with demonstrated ability to switch seamlessly between strategic leadership and tactical execution.
• Evidence of strong cross-functional collaboration and problem-solving in fast-paced environments.

Preferred

• Experience implementing AI/LLM tools into operational workflows to improve speed, accuracy, and scalability.
• Experience partnering with engineering and product teams on prevention guardrails, validation automation, and observability.
• Scripting or automation experience (e.g., Python, JavaScript, Google Apps Script) in support of operational quality improvements.
• Experience operating in regulated or privacy-forward environments and applying rigorous validation standards in production workflows.
• Familiarity with tools such as Asana, Jira, and data visualization platforms (e.g., Looker, Tableau, Mode).

Benefits

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development, physical well-being, and work-from-home needs with diverse stipends.