Associate Director, Quality Operations

Overview

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 (e.g., defect escape rate, incident rate, deployment success rate, data-quality SLAs), including executive-ready reporting and quarterly quality business reviews.

Lead and coach a team of QA analysts/ops specialists (and/or vendors), including hiring, performance management, skills development, and capacity planning across multiple marketing workstreams (lifecycle, acquisition, retention, and testing/experimentation).

Establish and chair cross-functional QA governance forums (release readiness, change control, and incident postmortems) with clear RACI, go/no-go criteria, and accountability for remediation timelines.

Partner with Product/Engineering/MarTech leaders on the Salesforce ecosystem roadmap; translate quality risks into prioritized backlog items and secure resourcing for reliability improvements.

Manage and optimize the QA toolchain and budget (test automation, monitoring/alerting, data validation, and documentation platforms) to reduce manual effort and improve speed-to-market.

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.

Partner closely with Marketing Operations, Channel Marketing, MarTech, Analytics, and Data teams to support high-quality campaign execution and operational excellence.

Design and implement end-to-end QA methodologies for audience segmentation, personalization logic, journey orchestration, dynamic content, and deployment validation.

Develop and enhance Salesforce telemetry, monitoring, alerting, and operational reporting capabilities to improve visibility into campaign performance, data integrity, and system health.

Establish pre-launch and post-launch validation processes, including audience verification, deployment checks, volume reconciliation, and incident analysis.

Drive continuous improvement initiatives focused on scalability, automation, operational efficiency, and reduction of manual QA processes.

Create and maintain QA documentation, testing procedures, governance standards, and operational playbooks.

Analyze campaign and platform performance trends to identify recurring issues, operational risks, and opportunities for optimization.

Serve as a key stakeholder in platform enhancements, new feature implementations, and process transformation initiatives within the Salesforce ecosystem.

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 and 5 years of hands-on experience within the Salesforce ecosystem, with deep expertise in Salesforce Marketing Cloud required; experience with Salesforce Data Cloud strongly preferred.
• 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.
• Proven 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.
• Able 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.

What You’ll Need

Must have legal right to work in the U.S.