Associate Director, Quality Operations

Job Summary

Lead the strategy, development, and execution of QA processes and operational controls across Salesforce Marketing Cloud and marketing campaigns. Establish scalable QA frameworks, testing standards, and governance practices to improve campaign accuracy, consistency, and reliability. Own end-to-end quality KPIs and operating cadences, including executive-ready reporting and quarterly quality business reviews.

Key Responsibilities

• Directly manage and develop a Quality Operations team (initially 3–6 FTE, with flexibility to scale via contractors)
• Partner cross-functionally with Marketing Operations, CRM, Engineering, Product, Analytics, and Data teams to support Marketing’s evolution toward near real-time, personalized, and generation-based customer engagement
• Establish sustainable QA processes and governance models that enable the organization to scale increasingly complex campaigns with confidence, speed, and operational excellence
• Reduce and prevent customer-facing incidents by proactively identifying risks, gaps, and failure points across campaign workflows, automations, and data processes
• Review and validate complex lifecycle, triggered, and near real-time marketing campaigns to ensure alignment with business requirements, customer experience standards, and deployment specifications
• Drive continuous improvement initiatives focused on scalability, automation, operational efficiency, and reduction of manual QA processes
• Mentor and guide QA resources, campaign operators, and cross-functional partners on QA best practices and quality standards
• Champion a culture of quality, accountability, operational rigor, and customer-centric execution across the organization

Qualifications

• Typically requires a minimum of 8 years of experience in QA, Marketing Operations, CRM, or data-driven marketing environments supporting enterprise-scale campaign execution and customer communications
• Typically requires a minimum of 5 years of people-management experience and a Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, Mathematics, Statistics, or a related field, or equivalent practical experience
• Demonstrated ownership of operational governance (release readiness/change control) and quality KPIs/SLAs, with experience presenting risks, tradeoffs, and outcomes to senior leadership
• Advanced understanding of database marketing, customer data architecture, audience segmentation, campaign execution workflows, and lifecycle marketing operations
• Strong SQL skills with the ability to validate audience logic, troubleshoot data discrepancies, perform campaign QA, and analyze deployment results
• Experience designing and implementing QA processes, testing frameworks, operational controls, and scalable governance models for marketing and CRM programs
• Experience reviewing and validating complex customer journeys, automations, personalization logic, and campaign configurations against business and technical requirements
• Experience developing or supporting monitoring, telemetry, alerting, and operational reporting capabilities to improve campaign reliability and reduce customer-facing incidents
• Strong analytical, problem-solving, and troubleshooting skills with exceptional attention to detail and accuracy
• Ability to manage multiple priorities in a fast-paced, cross-functional environment while maintaining high quality standards
• Strong written and verbal communication skills, with the ability to influence, collaborate, and align effectively with technical and non-technical stakeholders at all levels
• Advanced proficiency with Microsoft Office Suite, particularly Excel and PowerPoint
• Experience with automation and/or AI tools such as chatGPT, Gemini, etc.