Responsibilities

• Team Leadership & Mentorship: Lead, mentor, and oversee the day-to-day operations of the intake team, serving as a key strategic partner to stakeholders and ensuring the team delivers quality marketing programs within established SLAs
• Resource & Workload Management: Manage team capacity and resource allocation, partnering directly with stakeholders and PMMs to negotiate campaign prioritization, handle execution timelines, and manage resourcing trade-offs
• Escalation Management: Serve as the primary escalation lead for complex stakeholder inquiries and questions, guiding team members through technical troubleshooting and driving quick resolution
• Operational Excellence & Training: Own accountability for the program's operational, organizational, and business metrics by establishing team SOPs, driving continuous process improvement, and implementing training and certification programs
• Quality Assurance Oversight: Oversee the team's intake and quality assurance (QA) workflows, ensuring that final campaign requirements and assets are comprehensive, error-free, and seamlessly prepared for the offshore production team
• Collaborate with PMMs during campaign ideation stage, gather technical requirements, confirm feasibility of ideated campaign features, define potential execution timeline
• Work with stakeholders on campaign prioritization and trade off based on resourcing
• You are the day to day partner to key business teams and the first point of contact for escalations and questions
• Guide the PMM through the Campaign Requirement Document creation, ensure the intake documents are completed and comprehensive for the production team
• Coordinate and liaise with global & regional stakeholders to ensure all relevant requirements are received for program intake

Requirements

• 6-8 years of experience with various digital media platforms such as email, paid media, in-app messaging, O&O channels. Proven track record of delivering and overseeing channel programs (i.e. email, in-product, in-app, and web) with at least 5+ years of experience formally leading, mentoring, or supervising team members
• 5+ years of experience in project management, coordinating projects across multiple organizations/cross functional teams
• Experience working with global, highly matrixed organizations
• Strong communication skills for interacting with stakeholders and coordinating with the offshore production team
• Detail-oriented, organized self-starter who can work well within a team, and manage multiple priorities and deadlines

Preferred

• Highly analytical, with a track record of being a strong problem solver
• Understanding of marketing operations, processes, business requirements for owned & operated channels.
• Comfortable operating in a fast-paced, deadline-driven environment with rapidly changing priorities and a high volume of projects

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 24-26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences