Own the internal marketing request workflow and lead a mid-level team to deliver collateral and campaigns quickly.

• Own end-to-end intake, prioritization, assignment, and delivery.
• Must-have: experience managing high-volume marketing or operations workflows with SLA tracking.
• Standout: leadership of a small team and cross-functional stakeholder coordination.

Responsibilities

• Manage and optimize the internal marketing request workflow, ensuring requests are submitted with complete information, prioritized, assigned, and completed efficiently
• Oversee ticketing system (ZenDesk) performance and SLA adherence, including first response time, resolution time, ticket turnaround, and reopen rates
• Lead, coach, and support a team of Marketing Coordinators to drive quality output and consistent service delivery
• Coordinate marketing request execution including flyers, presentations, social media content, and related marketing collateral
• Build strong working relationships with Area Managers, Branch Managers, Loan Officer production leadership, and compliance partners to understand needs and maintain clear expectations
• Serve as the primary escalation point for complex or sensitive requests requiring advanced problem-solving or stakeholder management
• Monitor ticket volume trends and operational metrics to identify process improvements and workflow efficiencies
• Leverage project management tools (including Asana) to improve visibility, coordination, and accountability across requests
• Develop KPI-driven reporting to track productivity, service performance, and internal satisfaction
• Establish and document best practices, standards, and SOPs to support scalable and consistent marketing workflows

Requirements

• Experience managing high-volume request or service workflows in marketing, customer success, operations, or related environments
• Proven people management experience leading small teams (1–3 person team)
• Strong operational mindset with experience managing ticketing systems, SLAs, or workflow processes
• Experience working within ticketing systems such as Zendesk or comparable workflow platforms
• Ability to manage competing priorities while maintaining strong service levels
• Excellent communication and relationship-building skills, particularly with sales-focused stakeholders
• Strong problem-solving skills with the ability to handle challenging situations and personalities professionally
• Experience translating operational metrics into actionable improvements
• Experience using project management or workflow coordination tools (such as Asana or similar platforms)
• Highly organized with strong attention to detail and follow-through

Preferred

• Familiarity with mortgage, lending, or financial services domain is a plus.