Manager, Marketing Campaign Operations

Smartsheet is a company that empowers teams to automate manual processes and uncover insights. They are seeking a Manager, Marketing Campaign Operations to lead a globally distributed team responsible for executing high-volume marketing campaigns, while also managing individual contributor projects. The ideal candidate will have expertise in marketing operations and experience leading remote teams.

Responsibilities:

• Lead and manage globally distributed team of Marketing Automation Specialists, in partnership with an on-site lead
• Set clear, measurable expectations for performance, quality, and delivery - and hold the team accountable to them consistently
• Build structured onboarding and role-specific training that gets new team members producing quality work quickly
• Partner with the site lead to manage day-to-day operations, escalations, and resourcing across time zones
• Own the operating model for the COE: intake processes, prioritization logic, SLAs, handoff protocols, and escalation paths
• Assign out all work to the team via our PMO system based on bandwidth, area of expertise, and urgency
• Build and enforce QA checkpoints and review standards for all campaign deliverables before anything goes out the door
• Develop playbooks and training documentation that encode best practices and enable consistent execution regardless of who's doing the work
• Continuously audit and improve processes to increase throughput, reduce error rates, and eliminate rework
• Define, track, and report on COE performance metrics: output volume, SLA adherence, error rates, rework frequency, and stakeholder satisfaction
• Conduct regular QA audits and retrospectives to identify recurring failure points and drive systematic fixes
• Report clearly and regularly to the Director, Campaign Operations on team health, capacity, output quality, and risks
• Independently own, drive and execute select marketing operations projects end-to-end, including campaign builds, process improvements, and high-stakes work that requires senior-level expertise
• Model the quality standards and execution practices you expect from the team by demonstrating them in your own work
• Lead audience segmentation strategy, working with Global Growth Marketing along with the COE to ensure the right messages are reaching the right people with consistency and precision
• Manage your own priorities effectively without letting IC responsibilities and team leadership obligations conflict
• Serve as the primary operational interface between the COE and US-based campaign managers, demand leads, and other stakeholders
• Manage intake volume and capacity transparently.Set realistic expectations, flag constraints early, and escalate conflicts before they become delivery failures
• Translate loosely defined campaign requests into clear, structured briefs the COE team can execute without ambiguity or back-and-forth
• Lead, develop, and grow a team of marketing professionals; provide coaching and direction within established company policies
• Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
• Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, and ownership
• Other duties as assigned

Requirements:

• 8+ years of experience in marketing operations or marketing automation in a B2B SaaS environment, including 2+ years managing or leading a team
• Expert-level Marketo knowledge across program architecture, smart lists, lead scoring, tokens, and campaign execution best practices; Marketo Certified Expert (MCE) strongly preferred
• Solid working knowledge of Salesforce CRM, including campaign management, lead lifecycle, and reporting
• A track record of building operational infrastructure that enables teams to deliver high-quality work at sustained volume
• Exceptional attention to detail; you catch errors before they ship and build systems that catch them before they reach you
• Familiarity with Zoom Events, Salesloft, or comparable marketing tools
• Direct, clear communication style with the confidence to push back, escalate, and hold the line on quality and process
• Working knowledge of HTML/CSS, with the ability to troubleshoot and edit email and landing page code as needed
• Experience standing up or scaling a shared services, COE, or offshore delivery model
• Demonstrated experience managing distributed or offshore teams, with strong cross-cultural communication skills and comfort leading across time zones
• Experience with BI or reporting tools such as Tableau
• Well-versed in using AI to optimize manual processes and streamline workflows