Job Title:
Director, Messaging Operations

Role Overview:

Role Overview

The Director of Messaging Operations is responsible for leading the execution and optimization of omni-channel customer messaging across email, mobile, SMS, and Windows/in-product channels. This role partners in defining and operationalizing the CRM platform strategy-ensuring the platform ecosystem, data integrations, and execution capabilities evolve to support scalable, personalized, and measurable customer engagement.

As the leader of Customer Journey Operations, you will manage a high performing execution team responsible for building, testing, deploying, and continuously optimizing customer journeys. You will partner closely with the Direct Acquisition and Retention & Engagement CRM team to translate strategy into reliable, measurable customer experiences.

This role sits within the Marketing Operations & Enablement team and is critical to ensuring the organization can execute sophisticated, personalized, cross channel journeys at scale while maintaining strong governance, platform health, and operational efficiency.

This is a Hybrid position located in our Frisco, TX office. We value in-office collaboration and meaningful interactions, so expect that you will be able to be in the office on a regular basis according to team needs. When you are not working on-site, you will be working from your home office. We are only considering candidates within a commutable distance to the New York, NY office or the Frisco, TX office and are not offering relocation assistance at this time

Responsibilities

CRM Platform Strategy & Enablement

• Partner with CRM, MarTech, Product, and Data teams to define and evolve the CRM platform strategy and roadmap, aligning capabilities to lifecycle marketing and business priorities.

• Translate CRM strategy into platform capabilities, execution frameworks, and scalable operating models.

• Drive prioritization of platform enhancements, integrations, and feature adoption to enable advanced personalization, orchestration, and measurement.

• Ensure CRM platforms are configured and optimized to support audience activation, journey orchestration, and real-time messaging use cases.

• Establish and maintain execution standards, data requirements, and architectural best practices across CRM and messaging platforms.

• Partner with Engineering and Data teams to ensure seamless data flows, event integrity, and audience availability for activation.

• Evaluate platform performance and identify opportunities to simplify, consolidate, or scale the messaging ecosystem.

• Contribute to vendor strategy, platform governance, and capability assessment to ensure long-term scalability and cost efficiency.

• Define and enforce governance related to frequency caps, suppression logic, testing standards, and compliance requirements.

• Lead triage and resolution for execution issues, incidents, and campaign risks.

Omni-Channel Journey Execution

• Translate marketing strategy and journey designs into scalable, repeatable execution within CRM and messaging platforms.

• Own end-to-end execution of customer messaging journeys across email, mobile push, SMS, and Windows/in-product messaging.

• Ensure accurate configuration and deployment of campaigns, triggers, decision splits, timing, and frequency management.

• Oversee real-time and scheduled communications supporting acquisition, onboarding, engagement, retention, and monetization use cases.

• Support experimentation and test-and-learn initiatives through reliable journey execution and measurement.

Team Leadership & Operations

• Lead, develop, and scale a team of Platform Specialists and developers responsible for campaign execution.

• Establish clear roles, operating workflows, and execution standards to enable high-quality, on-time delivery.

• Drive operational excellence through documented processes, SLAs, QA frameworks, and release management practices.

• Coach team members on platform capabilities, journey best practices, and evolving channel requirements.

Measurement & Continuous Improvement

• Own operational performance metrics such as delivery health, execution accuracy, defect rates, and speed-to-market.

• Identify opportunities to improve scale, automation, personalization coverage, and cross-channel orchestration.

• Drive continuous improvements in execution workflows, tooling, and team capabilities to support future-state journey maturity.

Qualifications & Experience

• 10+ years of experience in CRM, lifecycle, or customer journey operations within a complex omni-channel marketing environment.

• Proven experience leading teams responsible for email, mobile, SMS, and in-product messaging execution.

• Deep expertise in CRM and messaging platforms, journey orchestration, and automation concepts. Experience with Braze CRM a plus.

• Strong operational mindset with experience building scalable processes, governance models, and QA frameworks.

• Demonstrated ability to partner cross functionally and translate strategy into high-quality execution.

• Experience operating in fast paced, high-volume environments supporting experimentation and personalization.

• Strong communication and leadership skills, with the ability to influence across marketing, data, and technology teams.

#LI-Hybrid

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support for Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

The starting pay range for this position is $141,680.00-$232,760.00. McAfee takes into consideration an individual's skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner.