ABOUT THE ROLE

As a senior leader on our Growth team, you will lead a team of technical operators on the Growth Marketing Operations team (GROMO), responsible for delivering 100+ million marketing touchpoints annually across email, SMS, push, and direct mail for our B2B2C enrollment and lifecycle experiences. This role goes beyond execution management: you will set the strategic direction for our technical marketing operations, drive platform governance and automation architecture, and develop the next generation of marketing operations leaders. You'll inherit a mature, high-performing team with deep technical expertise and strong operational culture, supporting marketing strategy teams across growth and collaborating with creative, product, engineering, data science, client success, and other teams.

You will serve as the senior operational authority across our enrollment and lifecycle marketing systems — including Salesforce, Segment, Iterable, Twilio, and direct mail vendors — owning enterprise-level integrations, high-risk execution programs, and cross-functional platform strategy. As a strategic thought partner to senior marketing, Martech, product, data science, and engineering leadership, you will translate complex technical tradeoffs into business outcomes and drive decisions that shape how marketing operates at scale. Over the past four years, GROMO has built industry-leading marketing automation infrastructure — your job is to evolve this foundation and position the team for the next phase of growth by pioneering an AI-first operational model where machine learning and generative AI capabilities augment execution and optimization with strategic human oversight. This includes leveraging AI for campaign personalization, automated QA, predictive performance modeling, and intelligent workflow orchestration.

This role blends senior people leadership, deep technical authority, and program-level operational strategy. You will lead a mix of senior individual contributors, emerging leaders, and potentially functional leads — owning their development, succession planning, and continued growth. You will mature team standards, champion automation and continuous improvement, and directly influence how the organization builds and governs its marketing technology ecosystem.

WHAT YOU’LL ACCOMPLISH (aka Outcomes)Senior Leadership & Team Development

• Lead individual contributors, functional teams, or managers — building a high-performing organization aligned to business priorities

• Own succession planning, staffing alignment, and cross-training to ensure coverage and capability depth across the team

• Uplevel the talent bar: recruit, develop, and retain top marketing operations talent; build and mentor future leaders

• Establish team KPIs, quality metrics, and SLAs — ensuring accountability and visibility across the organization

• Champion a culture of continuous improvement, automation, and operational excellence

Program Strategy & Operational Excellence

• Establish or evolve program rituals, intake processes, and prioritization frameworks that scale across a multi-team, multi-channel operation

• Develop and codify team standards, delivery SLAs, and incident response and root-cause analysis programs

• Lead high-risk, high-impact, cross-functional execution initiatives with significant downstream business implications

• Drive execution across email, direct mail, SMS, push, and web — maintaining an accuracy-first culture at enterprise scale

• Allocate ~50% of time to technical innovation and platform strategy; ~50% to people management and org development

Technical Strategy & Platform Governance

• Own enterprise-level marketing automations and oversee high-complexity, cross-functional integrations across Salesforce, Iterable, Segment, Twilio, and direct mail vendors

• Work with Martech and Engineering to scale integrations, resolve platform limitations, and govern the marketing tech stack

• Lead architecture decisions on automation, platform tradeoffs, and data pipeline design — balancing scale, compliance, and reliability

• Introduce automation scripts and tooling to reduce manual errors and increase execution efficiency across campaigns

• Maintain deep expertise in email deliverability, data hygiene, SMS compliance (TCPA, GDPR), and platform governance

AI-Led Operations & Intelligent Automation

• Architect and implement AI-driven workflows for campaign optimization, audience segmentation, and content personalization at scale

• Use predictive analytics and ML models to forecast campaign performance, optimize send timing, and improve engagement rates

• Establish governance frameworks for responsible AI use — including human-in-the-loop validation protocols, bias monitoring, and escalation criteria

• Partner with data science and engineering to build, test, and deploy custom AI/ML solutions for marketing operations

• Train and upskill team members on AI tool proficiency and supervised automation best practices

Cross-Functional Influence & Executive Communication

• Influence senior leaders and executive stakeholders with clear framing of automation tradeoffs, integration decisions, and execution risks

• Coordinate escalation and error communication across functions; provide leadership on risk mitigation and workflow efficiency

• Collaborate with senior marketing, Martech, product, and data teams to shape the future of marketing automation capabilities

• Translate complex technical constraints into strategic business terms for non-technical partners

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent experience

• 9–12 years of experience in marketing automation, technical operations, or execution-focused roles

• 5+ years of people management experience, including managing managers or multiple functional teams

• Expert-level proficiency with an ESP or MAP (Iterable, Braze, Salesforce Marketing Cloud, or equivalent)

• Proven track record of delivering large-scale integrations and platform changes in complex, multi-team environments

• Deep expertise in marketing automation strategy, architecture tradeoffs, and platform governance

• Experience designing and implementing AI-assisted workflows in marketing operations (e.g., predictive modeling, automated QA, intelligent segmentation)

• Strong knowledge of email deliverability, data hygiene, and SMS compliance (TCPA, GDPR)

• Ability to troubleshoot and resolve complex campaign execution failures across systems and channels

• Experience leading Tech Ops initiatives in collaboration with PM and QA functions

• HTML fluency (editing and troubleshooting); SQL proficiency

• Experience working cross-functionally with Engineering, Martech, Product, and Data Science at a senior level

PREFERRED QUALIFICATIONS

• Advanced Iterable, Marketo, SFMC, or equivalent marketing automation platform credentials

• PMP, PgMP, SAFe, Lean Six Sigma Black Belt or Green Belt, or ISTQB Advanced Level (PMO or QA track)

• Experience driving quality assurance across complex, multi-team programs

• Experience with data visualization tools (Mode, Tableau, Looker, or similar)

• Coding experience applied to marketing automation (e.g., JavaScript, Python, Google Apps Script)

• 2+ years of hands-on experience applying AI/ML tooling to marketing operations — including generative AI for content/testing, predictive models for optimization, or automated QA systems

• Experience with AI/ML platforms (e.g., OpenAI API, Anthropic Claude, or marketing-specific AI tools like Phrasee, Persado, or platform-native AI features)

• Track record of measuring and improving AI model accuracy, establishing feedback loops, and training teams on AI tool adoption

• Advanced Excel skills including complex formulas, pivot tables, and data modeling

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