Director, Lifecycle Technology & Operations

Responsibilities

• Core Areas of Responsibility: Lifecycle Technology & Platform Leadership
• - Serve as the primary Lifecycle business owner and technical subject-matter expert for Braze and the broader Lifecycle technology ecosystem, with deep working knowledge of Braze Canvas and campaign architecture, Liquid, Catalogs, Connected Content and API integrations, segmentation, personalization, experimentation, channel configuration, and AI-enabled decisioning and orchestration capabilities; own platform strategy, governance, configuration standards, roadmap priorities, tooling, consumption, and ongoing platform health.
• - Partner directly with Martech, Product, Engineering, and Data Engineering to define and operationalize the events, attributes, APIs, data contracts, and integrations required to build trigger-based Lifecycle journeys in Braze, including API-based ingestion and utilization of content and metadata to power real-time, contextually relevant intervention messaging across global and regional teams.
• - Serve as Lifecycle’s dedicated partner to the Braze Technical Account team, leading enhancement discovery, technical recommendations, platform adoption, and roadmap planning; translate emerging Braze and AI capabilities into prioritized use cases and regularly share roadmap implications, recommendations, and enablement guidance with cross-functional Lifecycle Directors and Leadership.
• - Establish best practices for journey architecture, event-driven messaging, segmentation, channel orchestration, experimentation, personalization, and reusable platform capabilities.
• - Maintain a strong understanding of how our customer engagement and orchestration platform connects to Product, customer data platforms, content systems, analytics, reporting, and downstream destinations, and identify opportunities to improve or simplify the ecosystem.
• Global Lifecycle Operations
• - Lead the global operating model supporting Lifecycle teams and programs across regions and markets, including subscription journeys and automations, regional marketing, ecommerce, games, manga, theatrical, events, and the broader Crunchyroll fan ecosystem.
• - Own the end-to-end operational process from intake and prioritization through audience development, campaign and journey build, QA, deployment, monitoring, and optimization.
• - Build scalable campaign and journey operations that allow global strategies and capabilities to be efficiently adapted and localized across markets, languages, channels, and regulatory requirements while maintaining speed, quality, and consistency.

Requirements

• 12+ years of experience across Lifecycle Marketing Operations, CRM Operations, Marketing Technology, Marketing Operations, customer engagement platforms, or related disciplines within a scaled consumer business.
• 5+ years of experience leading teams, complex marketing operations, or technical marketing programs, including management of internal and external resources.
• Demonstrated experience leading Lifecycle, CRM, Martech, or marketing operations across multiple regions and markets, including building global capabilities that support localization, regional requirements, and market-specific execution.
• Deep experience with Braze or a comparable customer engagement and orchestration platform, including journey orchestration, segmentation, behavioral triggers, personalization, experimentation, and multi-channel execution.
• Experience serving as a platform owner, senior business stakeholder, or highly technical operator responsible for how a customer engagement or marketing automation platform is configured, governed, used, and evolved.
• Strong technical fluency across customer data architecture, events, attributes, audiences, APIs, integrations, data pipelines, identity, and data-quality monitoring.
• Demonstrated ability to translate customer and marketing needs into technical requirements, platform capabilities, roadmaps, and scalable solutions.
• Experience partnering closely with MarTech, Product, Engineering, Data Engineering, Analytics, Marketing, and regional teams to deliver new customer-facing and operational capabilities.
• Proven experience designing and improving global operating models, including intake, prioritization, resource and capacity management, QA, governance, deployment, and incident management.
• Experience managing agencies, offshore teams, vendors, budgets, and technology or platform investments.

Preferred

• Experience applying AI or emerging marketing technologies to improve scale, efficiency, or customer experience is strongly preferred.
• Passion for anime, entertainment, or fandom-driven businesses is a plus.

Benefits

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!