Director, Marketing Operations Quality & Governance

About the Role

The Director of Marketing Operations Quality & Governance ensures all customer-facing marketing experiences are launch-ready, operationally sound, scalable, and driving impact as expected. This role assesses and improves processes and operational workflows between lifecycle marketing, acquisition marketing, and marketing operations to streamline, prioritize, and optimize requests for efficiency and impact. The ideal candidate balances strategic leadership and operational excellence, driving quality upstream through automation, end-to-end validation, release readiness, and proactive production monitoring.

This is a hybrid position located in one of our hub locations: Frisco, TX; San Jose, CA; Newport Beach, CA; or New York, NY. You will be required to be onsite a few times a month as needed. Candidates must reside within a commutable distance of a hub location; relocation assistance is not offered.

Responsibilities

• Governance & Operating Standards: 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 to 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.
• Automation & Quality Assurance: 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 to ensure launch readiness across customer journeys, audiences, messaging, web experiences, and platform integrations. Establish testing frameworks and test automation for:
  • Customer journeys
  • Audience segmentation validation
  • Landing pages and web experiences
  • Data accuracy and integrity checks
  • Personalization logic
  • Platform integrations and APIs
• Production Monitoring & Incident Management: 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 annually)
• Flexible work hours and social programs

Pay

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