The OpportunityGrowth Marketing Operations (GROMO) ensures accurate, reliable execution of high-volume, multi-channel marketing deployments that support enrollment and lifecycle engagement. We operate within a complex marketing technology ecosystem and deliver personalized member communications through tightly integrated platforms and data flows.
We are hiring an Operations Manager to lead our error management function, provide hands-on QA surge support for complex deployments, and accelerate our evolution into an AI-first quality culture. The ideal candidate combines strong technical fluency with operational discipline and high-stakes stakeholder leadership.
In this role, "player/coach" means you will personally execute critical incident response work while also strengthening the broader team through standards, enablement, and scalable operating mechanisms-without formal people management responsibilities.
This role will partner closely with GROMO leaders across Quality Assurance, Technical Operations, and Project/Strategy, as well as our core cross-functional partners: Client Success, Enrollment Marketing, MarTech Engineering and Growth Product.
What You'll Accomplish- Own the end-to-end error management process, including intake, triage, severity assessment, escalation, containment coordination, RCA facilitation, and follow-through tracking.
- Lead structured, blameless post-incident investigations and produce clear root cause analysis that translates into durable upstream fixes and prevention guardrails.
- Serve as the interdepartmental lead for incident and issue communication with cross-functional partners, including client-facing stakeholders, translating technical findings into clear business impact, timelines, and resolution plans.
- Partner closely with the troubleshooter function to standardize intake, reduce time-to-resolution, improve escalation quality, and decrease repeat issue volume through systemic prevention work.
- Champion adoption of AI tools and AI-enabled workflows to automate routine validation, anomaly detection, and RCA support, shifting QA work from manual checking to higher-leverage oversight.
- Build practical team enablement that increases technical depth and consistency across QA execution, including reusable templates, checklists, investigation guides, and AI workflow examples.
- Partner with Engineering to implement technical guardrails such as automated validation, monitoring/observability improvements, and preflight checks that prevent errors before deployment.
- Partner with Growth Product to surface systemic risk, inform requirements and rollout plans, and reduce quality escapes through scalable product and platform design.
- Develop reporting and dashboards that provide visibility into error trends, severity, recurrence, time-to-resolution, and prevention effectiveness, enabling accountability and prioritization across teams.
- Provide hands-on QA execution and surge support during high-volume and high-risk periods, performing end-to-end validation of complex campaigns including segmentation logic, HTML rendering, dynamic personalization, and platform-level behavior in Iterable and Salesforce.
- Identify operational friction points and recurring failure modes and drive continuous improvement efforts that increase throughput while preserving quality and compliance.
Basic Qualifications- Bachelor's degree in Marketing Operations, Computer Science, Business, Operations or a related technical field.
- 3+ years of experience in Marketing Operations, Quality Operations, Technical Operations, or a closely related operational domain.
- Demonstrated ownership of error/incident management processes, including investigation leadership and cross-functional follow-through.
- Strong technical fluency across marketing technology ecosystems, including experience operating in platforms such as Iterable and Salesforce.
- Proficiency in SQL for segmentation validation and data sanity-checking.
- HTML/CSS fluency for template troubleshooting and rendering validation.
- Demonstrated strong ability to lead critical conversations with non-technical stakeholders and clients and to translate technical issues into clear, executive-ready communication, particularly under pressure, delivering accurate information quickly.
- Proven ability to drive accountability and outcomes through influence across multiple partner teams.
- Proven operational agility with demonstrated ability to switch seamlessly between strategic leadership and tactical execution.
Preferred Qualifications- Experience implementing AI/LLM tools into operational workflows to improve speed, accuracy, and scalability.
- Experience partnering with engineering and product teams on prevention guardrails, validation automation, and observability.
- Scripting or automation experience (e.g., Python, JavaScript, Google Apps Script) in support of operational quality improvements.
- Experience operating in regulated or privacy-forward environments and applying rigorous validation standards in production workflows.
- Familiarity with tools such as Asana, Jira, and data visualization platforms (e.g., Looker, Tableau, Mode)
