Lead Marketing, CX Operations Manager

Role Overview

• Leverage data, analytics, and measurement tools to drive business operations and optimize performance.
• Lead cross-functional initiatives with SMEs and data analysts to understand and surface key insights about the business units supported.
• Serve as a bridge between Marketing/CX and our strategic partners, including agencies, to drive performance-based decision making.
• Document existing processes and workflows to identify inefficiencies, redundancies, or bottlenecks.
• Set clear goals and KPIs, aligning team efforts with measurable outcomes to track progress and success.
• Use tools and technology to reduce manual work and free up time for strategic initiatives.
• Improve communication channels and streamline how information flows across the team to reduce delays and misalignment.
• Assist in managing the AOP process.
• Govern budget throughout year in partnership with Program Stakeholders and Finance including monthly reporting, theme tracking, and reconciliation aligned with Marketing OKRs.
• Collaborate with Procurement and Category Management on SOW review, finance approval, and shepherding through contract and Coupa processes.
• Facilitate ongoing review of 3rd party contracts with vendors including driving financial and operational efficiencies and ensuring vendors are meeting the expectations set forth in the contract.
• Provide project management and coordination across the business to ensure timelines, deliverables and dependencies are tracked.
• Provide dashboards and insights on campaign metrics to enable timely decision making.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.
• Ability to travel up to 20% of working time away from work location; may include overnight/weekend travel.

Requirements

• Bachelor’s Degree in relevant field; or Associates Degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
• 7+ years of experience in Operations or a related field including program or project management support or other role with similar experience leading leadership and teams in cross-functional collaboration as detailed in Essential Duties.
• Excellent written and verbal communication skills.
• Familiarity with common Project Management methodologies such as Waterfall and Agile.
• Proficiency in Microsoft Office programs, such as Word, Excel, PowerPoint, Outlook, and SharePoint.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Benefits

• paid time off (including days for vacation, holidays, volunteering, and personal time)
• paid leave for parents and caregivers
• retirement savings plan
• wellness support
• health benefits including medical, prescription drug, dental, and vision coverage