Sr. CRM Operations Manager

Responsibilities

• Lead high-impact CRM initiatives: Own complex, cross-functional programs such as platform migrations, channel integrations, and automation transformations—from early discovery through implementation and adoption.
• Connect Marketing with Product and Engineering: Translate lifecycle marketing goals into clear business requirements, data specifications, and technical priorities, helping teams align on what needs to be built and why.
• Make CRM operations more scalable: Improve campaign intake, QA standards, documentation, governance, and prioritization processes so teams can execute more efficiently and with fewer errors.
• Strengthen channel health and compliance: Partner with Legal, Compliance, Data, and channel owners to improve deliverability, consent management, frequency capping, and messaging quality.
• Drive the evolution of lifecycle automation: Help move our CRM ecosystem beyond manual, campaign-focused workflows toward automated, scalable, and intelligent member journeys.
• Influence teams and priorities: Work closely with senior stakeholders to resolve dependencies, navigate competing priorities, and drive decisions without relying on direct reporting authority.
• Deliver measurable operational impact: Establish success metrics and connect improvements in workflows, systems, and governance to efficiency, execution quality, risk reduction, and downstream business outcomes.

Requirements

• 8+ years of experience in CRM operations, marketing program management, or marketing technology alignment, with a track record of working in complex marketing environments.
• Demonstrated ownership of large cross-functional initiatives , taking ambiguous business problems through planning, implementation, stakeholder alignment, and successful adoption.
• Strong business-to-technical translation skills , including experience turning marketing needs into actionable requirements for Product, Engineering, and data teams.
• Deep familiarity with enterprise CRM platforms such as Braze, Iterable, or Salesforce Marketing Cloud, including how data infrastructure supports lifecycle marketing capabilities.
• Experience building scalable operating frameworks , including campaign intake, operational governance, quality assurance, and documentation standards.
• Exceptional stakeholder management and communication skills , with the ability to influence senior leaders, resolve competing priorities, and drive decisions without direct authority.
• A process-first, outcomes-oriented mindset , with the ability to identify operational friction, implement sustainable improvements, and measure their impact.

Benefits

• 🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
• 💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
• ✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
• 🏝 Generous vacation policy and company-wide paid days off
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to family planning reimbursement
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress