Responsibilities

• translate high-level objectives into structured, scalable digital programs.
• lead the orchestration of communication across the Enterprise CRM, web, and automation platforms, ensuring precise audience targeting and channel alignment.
• accountable for comprehensive performance analysis, synthesizing data into evidence-based narratives that demonstrate business value to stakeholders.
• Team Mentorship: lead, mentor, and strategically develop a high-performing team of digital specialists, establishing clear performance expectations and fostering a culture of continuous professional growth and accountability.
• Cross-Functional Orchestration: serve as the definitive lead in aligning execution across cross-functional partners (e.g., Enterprise CRM, Engineering, Marketing) to ensure cohesive and unified audience engagement.
• Budget Ownership: rigorously manage project budgets as assigned, driving financial planning, forecasting, and resource allocation to maximize efficiency and digital growth.
• ROI Accountability: establish definitive metrics for ROI and CPA for all major digital initiatives, utilizing performance data to inform strategic optimization.
• Operational Governance: establish governance standards for the digital intake process, prioritizing requests, managing timelines, and ensuring efficient activation across the organization.
• Lifecycle Architecture: define and govern complex lifecycle journeys (acquisition, retention, win-back), directing the operational workflows that guide users through the USTA ecosystem.
• Channel Orchestrations: direct digital distribution, defining the optimal channel mix (Email, SMS, Web, Push Notifications) to achieve high-level business goals.
• Ecosystem Strategy: oversee the strategic integration and long-term roadmap for the Enterprise CRM and marketing automation stack, including the application of Large Language Models (LLMs) and agentic workflows to automate personalization and drive operational scale.
• Executive Narrative: direct the synthesis of complex performance metrics into clear, strategic presentations, ensuring all reporting provides actionable insights to business leads.
• Testing Framework: own and enforce a disciplined testing framework for digital engagement, utilizing data to validate decisions and drive scalable optimization efforts.
• Search Authority: govern strategies for Generative Engine Optimization (GEO) and search protocols to maintain USTA’s authority and discoverability in the evolving digital landscape.

Requirements

• Education: A bachelor’s degree in Marketing, Business, Communications, Technology, or a related field is required.
• A Master’s degree (e.g., MBA or relevant analytical/management certification) is strongly preferred.
• Experience: Minimum of 8+ years of progressive experience in digital engagement, CRM management, or digital operations, including a proven track record of direct people management and budget oversight for multi-million dollar initiatives.
• Financial Acumen: Proven ability to manage substantial project budgets, conduct financial forecasting, and use performance data (ROI/CPA) to optimize marketing and technology spend.
• AI and Automation Expertise: Demonstrated strategic knowledge of Large Language Models (LLMs), agentic workflows, and their application to personalization and operational scale.
• Technical Acumen: Extensive experience with Enterprise CRM (e.g., Salesforce, Microsoft Dynamics) and Marketing Automation platforms. Deep understanding of stack capabilities, vendor management, and the modern search landscape (GEO).
• Communication Skills: Exceptional ability to synthesize complex data into a strategic narrative and proven high proficiency in creating C-suite-level presentation materials.
• Operational Rigor: Demonstrated ability to establish governance, prioritize complex workstreams, and drive large-scale, cross-functional projects to completion.

Benefits

• Flexibility: Our Hybrid with Flexibility approach combines a balance of remote working with in-office collaboration to spark teamwork and creativity.
• Comprehensive benefits designed to meet your unique needs: Medical, dental, vision, access to doctors virtually, a flexible spending account to manage your health and dependent care expenses, and life and disability insurance are a small part of our offerings.
• Time to recharge and energize: Generous paid time off policy - including vacation, sick, personal, and paid holidays, parental leave, and a paid winter recess.
• Plan for your future financially and professionally: 401(k) with employer matching (up to 6.5%), promotional and growth opportunities, Learning and Development programs to learn on the job, and up to $7,000 for tuition reimbursement.
• Mental and emotional wellness: Resources for overall well-being, including mental health and meditation benefits.
• Other cool perks: A personalized health management program, pet insurance, commuter benefits, identity theft protection, discounts with our network of partners, and fun events are just a few of the optional benefits available.