The Senior Operations & Program Management Consultant serves as the operational leader and primary coordinator for customer engagement, marketing campaign, and business transformation initiatives. This role combines program management, operational excellence, stakeholder engagement, and marketing operations expertise to ensure the successful planning, execution, and delivery of complex, data-driven programs.
The ideal candidate possesses strong project and program management experience, coupled with a solid understanding of marketing operations, customer engagement processes, and enterprise campaign platforms. This individual acts as the central point of coordination across business, analytics, technology, data, creative, and campaign execution teams, driving alignment, accountability, and operational efficiency throughout the initiative lifecycle.
The role supports both traditional marketing campaigns and modern customer engagement strategies, including omni-channel, personalized, and always-on customer experiences. The successful candidate will establish scalable operating models, improve delivery processes, manage stakeholder expectations, and ensure the successful execution of business priorities.

Key Responsibilities
Program & Project Management

• Lead the planning, coordination, and execution of customer engagement, marketing operations, and business initiatives from inception through delivery.
• Develop and maintain project plans, timelines, milestones, dependencies, resource assignments, and execution roadmaps.
• Manage multiple concurrent initiatives while ensuring adherence to scope, schedule, budget, quality, and governance requirements.
• Identify, track, and mitigate project risks, issues, and dependencies while proactively driving resolution.
• Facilitate project status meetings, steering committee reviews, planning sessions, and stakeholder updates.

Operations & Workflow Management

• Serve as the operational hub for campaign and customer engagement initiatives, coordinating all activities from requirements gathering through deployment and post-launch support.
• Oversee end-to-end workflow management, including intake processes, audience requests, data readiness, creative approvals, testing, deployment, and operational reporting.
• Establish and enforce scalable project management and operational methodologies that improve consistency, efficiency, and speed-to-market.
• Continuously evaluate and optimize business processes, workflows, and delivery models to improve operational effectiveness.
• Develop and maintain operational documentation, playbooks, procedures, and governance standards.

Stakeholder Management & Communication

• Act as the primary liaison between business stakeholders, marketing strategists, analytics teams, campaign operations teams, technology partners, vendors, and leadership.
• Ensure effective communication, transparency, and alignment across all project participants and workstreams.
• Translate business objectives into actionable implementation plans and operational requirements.
• Manage stakeholder expectations, priorities, and competing demands while maintaining focus on business outcomes.
• Facilitate collaboration between technical and non-technical teams to ensure successful execution and adoption.

Customer Engagement & Campaign Operations

• Support the delivery of customer acquisition, retention, engagement, reactivation, and loyalty initiatives.
• Coordinate campaign operations activities involving audience segmentation, customer journeys, campaign deployment, and performance measurement.
• Partner with marketing, analytics, and technology teams to implement scalable, personalized, and omni-channel customer engagement programs.
• Assist stakeholders in understanding platform capabilities, operational processes, and best practices related to customer engagement initiatives.
• Ensure campaign execution activities comply with organizational policies, governance standards, data privacy requirements, and operational controls.

Continuous Improvement & Strategic Support

• Drive process improvement initiatives focused on operational efficiency, delivery quality, resource optimization, and customer outcomes.
• Identify opportunities to enhance program management capabilities, campaign operations processes, and stakeholder engagement models.
• Support organizational transformation efforts through change management, training, and adoption activities.
• Stay current on industry trends, customer engagement technologies, marketing operations best practices, and project management methodologies.
• Contribute to practice development, thought leadership, and operational excellence initiatives.

Required Qualifications

• Bachelor's degree in Business, Marketing, Information Systems, Communications, Project Management, or a related field, or equivalent professional experience.
• 5+ years of experience in program management, project management, operations management, marketing operations, customer engagement, or related disciplines.
• Experience leading complex, cross-functional initiatives involving multiple business and technology stakeholders.
• Strong project planning, organizational, and operational management skills.
• Experience managing timelines, deliverables, resources, dependencies, risks, and stakeholder communications.
• Excellent verbal, written, facilitation, and presentation skills.
• Proven ability to work effectively in fast-paced environments and manage multiple priorities simultaneously.
• Strong analytical, problem-solving, and decision-making capabilities.

Preferred Qualifications

• Experience supporting customer engagement, marketing operations, CRM, customer data, or campaign management initiatives.
• Experience with enterprise customer engagement or marketing technology platforms such as:
  • SAS Marketing Automation
  • SAS Customer Intelligence 360
  • Adobe Journey Optimizer
  • Adobe Campaign
  • Salesforce Marketing Cloud
  • Pega Customer Decision Hub
  • Braze
  • Unica Marketing Hub
  • Other customer engagement and marketing automation platforms
• Experience working with Agile, Waterfall, or hybrid project delivery methodologies.
• PMP, Agile, Scrum Master, or related project management certifications preferred.
• Experience within Financial Services, Banking, Insurance, Healthcare, Retail, or other regulated industries.
• Familiarity with customer journey management, audience segmentation, campaign operations, and customer experience initiatives.

Core Competencies

• Program Management
• Project Management
• Operational Excellence
• Workflow Management
• Stakeholder Management
• Process Improvement
• Risk & Issue Management
• Resource Coordination
• Campaign Operations
• Customer Engagement
• Business Analysis
• Cross-Functional Leadership
• Strategic Planning
• Change Management
• Communication & Influence

Primary Location City/State:

Homebased - New York, New York

Additional Locations (if applicable):