Manager, Customer Communications & Data Operations

Responsibilities

• The platform. Administration, architecture, governance, and continuous improvement of Salesforce Marketing Cloud — Journey Builder, Automation Studio, Contact Builder, Content Builder, CloudPages, Mobile Studio, Data Extensions. You will set the standards for data architecture, naming, permissions, testing, documentation, and release management, and you will maintain the integrations that connect Marketing Cloud to Salesforce, our data warehouse, our website, our mobile app, and our analytics stack. Hands-on: SQL, AMPscript, SSJS, APIs.
• The delivery process. Intake, prioritization, QA, and release governance for everything the team ships. You'll define how work enters the team, how it's estimated, how it's tested, and how it's communicated back — and you'll have the room to build that the way you think it should work.
• Data operations and audience governance. Standards for customer data intake, validation, transformation, segmentation, and activation. Controls for eligibility, suppression, consent, preferences, and frequency. Monitoring that catches problems before customers do. Documentation of data flows, field definitions, and business rules, so the knowledge lives in the system rather than in individual heads.
• The roadmap. You are the product owner. You will define the platform vision, backlog, and delivery plan in partnership with Marketing, IT, Data, and business leadership, balance near-term asks against architecture and technical debt work, and set the success metrics we hold ourselves to.
• The team and its shape. You'll lead and develop a team that today includes a technical lead, Marketing Cloud developers, QA, and creative, across onshore and offshore capacity. You'll also have a real say in what it becomes — assessing the skills, structure, and sourcing model against where the roadmap is heading, and making the case for the resources to get there. Part of your first year is assessing what that team should look like — skills, structure, sourcing model, and size — and making the case for it.
• What the first year looks like. We would consider this a strong first year: You know the environment cold. A complete, documented inventory of journeys, automations, integrations, data extensions, and suppression logic, and a clear point of view on where to invest first.
• Work enters and leaves the team predictably. A functioning intake and prioritization process, defined QA gates, published SLAs, and stakeholders who can see where their request stands without asking.
• Capacity is a number, not an argument. A working capacity model that lets you say what the team can absorb, what it can't, and what it would take to change that — and a staffing recommendation grounded in it.
• The data foundation is stronger than you found it. Measurable improvement in identity resolution, suppression accuracy, and data quality monitoring.
• You've made a recommendation on where this function goes next. Target operating model, platform architecture direction, and a position on the AI and Data Cloud capabilities worth investing in.

Requirements

• 5+ years working in Salesforce Marketing Cloud or a comparable enterprise communications platform, including direct experience across Journey Builder, Automation Studio, and Contact Builder or Data Extensions.
• Enough technical depth to lead technical people credibly. You will not be writing production code. You do need to read a solution design and judge whether it's sound, hear an estimate and know whether it's honest, and tell the difference between good engineering and expensive engineering. Working familiarity with SQL, AMPscript, SSJS, and API integrations.
• Experience assessing, hiring, and directing a technical lead or senior engineer — including knowing when to trust their judgment and when to press on it.
• Experience owning a marketing technology or customer communications roadmap — not just executing against one.
• Evidence of connecting communications work to business results — acquisition, conversion, retention, or customer value. You should be able to point to a program you shaped and the number it moved.
• Track record of establishing operating discipline on a technical team: intake, prioritization, QA, release management, documentation. We want specifics on something you built that outlasted you.
• Experience leading technical staff, including assessing team capability and making structural or staffing recommendations.
• Experience with customer data operations — identity, segmentation, suppression, consent, data quality.
• The ability to explain architecture, dependencies, and tradeoffs to a senior executive who does not want the technical detail, and to a developer who needs all of it. This role requires both, often in the same day.
• Bachelor's degree in a related field, or equivalent practical experience.

Preferred

• Salesforce Marketing Cloud certifications.
• Insurance, financial services, or another regulated industry.
• Consent management, preference centers, deliverability, CAN-SPAM or TCPA experience.
• Salesforce Data Cloud, Agentforce, or Einstein.
• Data warehouse, CDP, or marketing data pipeline experience.
• DevOps, source control, or deployment automation for Marketing Cloud.
• Working with distributed or offshore development capacity.

Benefits

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Free onsite gym at our Boston Location
• Tuition Reimbursement
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)