Responsibilities

• Own service performance. Lead the operational health and continuous improvement of contact management and email services, including lead upload, target list pull, contact and content workflows, email deployment, reporting, and related service operations.
• Improve end-to-end workflows. Diagnose friction across people, process, platforms, data, suppliers, and handoffs. Simplify workflows, reduce rework, and establish repeatable practices that improve speed, consistency, and first-time quality.
• Advance transformation, automation, and AI-enabled operations. Identify and prioritize opportunities across the workflow. Partner with product, engineering, MarTech, and operations teams to define requirements and success measures, test solutions, and scale proven capabilities responsibly.
• Ensure operational readiness and adoption. Assess how new tools, integrations, policies, and process changes affect service operations. Define readiness requirements, controls, training, adoption plans, and mitigations before launch.
• Strengthen platform, data, and compliance integrity. Partner with Privacy/CELA, MarTech, and delivery teams to ensure contact data, suppression logic, consent and governance controls, system handoffs, and email execution workflows are secure, scalable, compliant, and aligned with business requirements.
• Drive supplier and capacity excellence. Lead supplier governance and service reviews, align capacity and delivery models to demand, address performance gaps, and integrate findings into improvement plans and operating rhythms.

Requirements

• Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement
• OR equivalent experience.
• Master's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
• OR Bachelor’s Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement
• OR equivalent experience.
• 5+ years in marketing program management, operational excellence, service delivery, marketing operations, technical operations, or a related field.
• Marketing operations knowledge: Experience with demand generation, contact or audience management, email deployment, data operations, marketing automation, or scaled service delivery.
• Data-driven management: Demonstrated ability to define outcomes, build performance reporting, analyze service trends, and use insights to improve quality, capacity, and delivery.
• Business and technical fluency: Ability to translate between business, operations, data, platform, privacy, and engineering teams and turn complex issues into practical decisions and actions.
• Communication and influence: Excellent written, verbal, and visual communication skills, with the ability to align stakeholders and influence without direct authority.