The Director of Journey Orchestration Operations turns Integrated Marketing campaigns into executable, scalable orchestration activations across the marketing technology stack. This role owns journey architecture patterns, reusable templates, and the trigger and suppression standards that prevent channel conflicts and audience overlap across buying group members.

• Sits at the intersection of strategy and execution, translating stage definitions and journey intent into dependable, repeatable orchestration patterns used across Education, Acquisition, and Progression campaign types.

• Partners with Integrated Marketing, Marketing Automation, Identity/CDP, DX, and Measurement to activate reliable signals, align lifecycle programs, and improve buying group progression outcomes across owned and paid channels.

Responsibilities

• Convert Integrated's stage definitions and journey intent into executable configurations and reusable templates across lifecycle platforms, including entry criteria, trigger logic, suppression, prioritization, exits, and measurement hooks.

• Build and maintain a library of modular templates and standard decision patterns across buying group role profiles (Champions, Decision Makers, and Influencers) to reduce reinvention and speed deployment.

• Partner with media teams on how journey strategy translates into buy-side activation platforms in social, programmatic, and SEM.

• Define trigger and suppression standards to prevent channel conflicts, duplicate outreach, and segmentation collisions across buying group members, including frequency and eligibility guardrails when multiple programs compete for the same audience.

• Align orchestration logic with Marketo/AJO program structure and lifecycle rules, including suppression coordination across tools and channels.

• Partner with DX to ensure site behaviors, landing page events, and variant instrumentation meet minimum standards for event taxonomy, latency, completeness, and governance needed as journey signals.

• Define integration requirements across the orchestration stack: audience entry and membership logic (CDP/CRM), event ingestion and behavioral signals, suppression and frequency coordination, and measurement hooks tied to stage progression.

• Partner with Identity/CDP teams on audience availability, refresh cadence, and event signal mapping needed for orchestration decisions.

• Provide journey performance insights and recommended iterations to Integrated and Media teams: drop-offs, stage friction, signal gaps, sequencing issues.

• Partner with Measurement to align progression metrics, scoring outputs, and reporting views to the journey logic.

• Set governance for template adoption, exception handling, and change management, reducing manual orchestration through increased reuse and standardized decision patterns.

• 10+ years in lifecycle marketing operations, marketing technology, journey orchestration, or marketing automation — with ownership of cross-channel lifecycle programs and a track record of translating strategy into scalable execution.

Hard Skills

• Journey Orchestration Platforms: hands-on experience with Marketo and at least one orchestration/decisioning platform (e.g. Adobe Journey Optimizer B2B), including triggers, suppression, and prioritization logic

• CDP & CRM Integration: audience entry, event signals, and outcome tracking across AEP/RT-CDP and CRM

• Trigger & Suppression Design: standards that coordinate outreach across buying group members and prevent conflict across channels

• Signal Readiness: partnering with DX on web event instrumentation, landing page variants, and event taxonomy for orchestration inputs

• Template & Governance Systems: building reusable libraries, certification processes, and change control for adoption at scale

• Measurement Alignment: progression metrics, scoring outputs, and reporting tied to journey logic

• Media Fluency: Programmatic, Social, SEM tools.

Soft Skills (Leadership Competencies)

• Strategic Translation: converts stage intent and campaign strategy into executable journey logic without losing the "why" behind the design

• Cross-Functional Orchestration: aligns multiple teams: Integrated, DX, Measurement, Media, to shared standards and execution patterns

• Systems Thinking: sees how orchestration decisions ripple across tools, channels, and buying group members and designs accordingly

• Operational Clarity: translates complex lifecycle dependencies into clear requirements and patterns that teams can build to and maintain

Preferred

• Experience operating within a buying group or account-based model with member-level eligibility and sequencing logic

• Familiarity with progression scoring models and using scoring outputs as journey decision inputs

• Familiarity with how lifecycle orchestration interacts with paid media endpoints: audience eligibility, suppression alignment, conversion signal dependencies

For positions in this location, we offer a base pay of $184,100 - $322,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

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