Director, Marketing Operations Quality & Governance

Responsible for ensuring all customer-facing marketing experiences are launch-ready, operationally sound, scalable, and driving impact as expected. This hybrid role requires onsite presence a few times a month at one of our hub locations: Frisco, TX; San Jose, CA; Newport Beach, CA; or New York, NY. Candidates must reside within commutable distance; relocation assistance is not offered.

About the Role

• Identify operational risks, quality gaps, and process inefficiencies while driving continuous improvement initiatives.
• Define and govern the enterprise Marketing QA operating model, including quality standards, release readiness frameworks, policies, controls, and cross-functional governance processes that ensure consistent execution across marketing platforms and customer experiences.
• Develop measurable KPIs, quality scorecards, SLAs, and operational health metrics to assess launch readiness and production stability.
• Serve as the executive escalation point for release risks, production incidents, and launch decisions.
• Define and lead the organization's end-to-end testing and QA automation strategy, establishing scalable validation frameworks, automated quality controls, and regression testing capabilities that ensure launch readiness across customer journeys, audiences, messaging, web experiences, and platform integrations.
• Establish testing frameworks and test automation that validate:
  • Customer journeys
  • Audience segmentation
  • Landing pages and web experiences
  • Data accuracy and integrity checks
  • Personalization logic
  • Platform integrations and APIs
• Establish a comprehensive production monitoring framework, including operational health metrics, dashboards, alerting mechanisms, escalation procedures, and performance reporting to proactively identify risks and ensure ongoing operational stability.
• Lead launch command-center activities for strategic initiatives and major releases.
• Oversee incident management processes and production issue resolution.
• Drive Root Cause Analysis (RCA) investigations and corrective action plans.

Requirements

• 10+ years of experience in Quality Assurance, Release Management, Marketing Operations, MarTech, Digital Operations, or related fields.
• 6+ years of leadership experience managing quality, testing, release, or operational readiness teams.
• Experience developing enterprise-scale QA strategies, governance models, and operational frameworks.
• Strong understanding of customer lifecycle marketing, omnichannel messaging, personalization, and customer journey orchestration.
• Experience with release governance, change management, launch readiness, and production monitoring.
• Demonstrated success implementing automation and scalable quality practices.
• Experience partnering with cross-functional teams including Marketing, Product, Engineering, Analytics, and Operations.

Preferred Qualifications

• Experience supporting platforms such as Braze, Adobe Experience Platform, Hightouch, AEM, or similar MarTech ecosystems.
• Experience with QA automation technologies, monitoring tools, and CI/CD environments.
• Knowledge of privacy, compliance, and customer communication governance practices.

Benefits

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability, and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees (accrued each year)

Pay

The anticipated compensation for this position is USD $149,610.00/Yr. - USD $245,790.00/Yr. depending on experience and qualifications.