Responsibilities

• Oversee Scrum processes across multiple technical CRM teams, including daily stand-ups, bi-weekly sprint planning, retrospectives, and backlog refinement sessions. Hold the team accountable to commitments and push for more innovation and speed.
• Partner with CRM Product Owners to balance high-impact initiatives alongside essential backend maintenance and infrastructure work.
• Identify and remove blockers for developers and engineers to maintain delivery velocity throughout the engagement.
• Monitor ongoing Snowflake-to-Braze and Cordial data imports via Hightouch and future Segment Engage; escalate and resolve data sync failures quickly.
• Manage the AI Decisioning lifecycle through build, launch, and performance monitoring.
• Lead your team in an AI transformation - accelerating productivity, CRM campaign coding, and ultimately output.
• Serve as the primary technical point of contact for Braze, Cordial, and Segment Engage, owning bi-weekly technical check-ins and solution reviews.
• Monitor platform health across platforms; triage alerts and coordinate with MarTech and Notifications engineering teams when issues arise.
• Ensure all MarTech imports have active monitoring and consistent alert naming conventions.
• Represent CRM Operations in Weekly Business Reviews - translating complex operational issues into clear performance insights for executive leadership.