Director, Messaging Operations

Lead the execution and optimization of omni-channel customer messaging across email, mobile, SMS, and Windows/in-product channels. Partner in defining and operationalizing the CRM platform strategy to ensure the platform ecosystem, data integrations, and execution capabilities evolve to support scalable, personalized, and measurable customer engagement. Manage a high-performing team responsible for building, testing, deploying, and continuously optimizing customer journeys. This hybrid role is based in Frisco, TX, with regular in-office collaboration expected.

Responsibilities

• CRM Platform Strategy & Enablement
  • Partner with CRM, MarTech, Product, and Data teams to define and evolve the CRM platform strategy and roadmap, aligning capabilities to lifecycle marketing and business priorities.
  • Translate CRM strategy into platform capabilities, execution frameworks, and scalable operating models.
  • Drive prioritization of platform enhancements, integrations, and feature adoption to enable advanced personalization, orchestration, and measurement.
  • Ensure CRM platforms are configured and optimized to support audience activation, journey orchestration, and real-time messaging use cases.
  • Establish and maintain execution standards, data requirements, and architectural best practices across CRM and messaging platforms.
  • Partner with Engineering and Data teams to ensure seamless data flows, event integrity, and audience availability for activation.
  • Evaluate platform performance and identify opportunities to simplify, consolidate, or scale the messaging ecosystem.
  • Contribute to vendor strategy, platform governance, and capability assessment to ensure long-term scalability and cost efficiency.
  • Define and enforce governance related to frequency caps, suppression logic, testing standards, and compliance requirements.
  • Lead triage and resolution for execution issues, incidents, and campaign risks.
• Omni-Channel Journey Execution
  • Translate marketing strategy and journey designs into scalable, repeatable execution within CRM and messaging platforms.
  • Own end-to-end execution of customer messaging journeys across email, mobile push, SMS, and Windows/in-product messaging.
  • Ensure accurate configuration and deployment of campaigns, triggers, decision splits, timing, and frequency management.
  • Oversee real-time and scheduled communications supporting acquisition, onboarding, engagement, retention, and monetization use cases.
  • Support experimentation and test-and-learn initiatives through reliable journey execution and measurement.
• Team Leadership & Operations
  • Lead, develop, and scale a team of Platform Specialists and developers responsible for campaign execution.
  • Establish clear roles, operating workflows, and execution standards to enable high-quality, on-time delivery.
  • Drive operational excellence through documented processes, SLAs, QA frameworks, and release management practices.
  • Coach team members on platform capabilities, journey best practices, and evolving channel requirements.
• Measurement & Continuous Improvement
  • Own operational performance metrics such as delivery health, execution accuracy, defect rates, and speed-to-market.
  • Identify opportunities to improve scale, automation, personalization coverage, and cross-channel orchestration.
  • Drive continuous improvements in execution workflows, tooling, and team capabilities to support future-state journey maturity.

Requirements

• 10+ years of experience in CRM, lifecycle, or customer journey operations within a complex omni-channel marketing environment.
• Proven experience leading teams responsible for email, mobile, SMS, and in-product messaging execution.
• Deep expertise in CRM and messaging platforms, journey orchestration, and automation concepts.
• Experience with Braze CRM is a plus.
• Strong operational mindset with experience building scalable processes, governance models, and QA frameworks.
• Demonstrated ability to partner cross-functionally and translate strategy into high-quality execution.
• Experience operating in fast-paced, high-volume environments supporting experimentation and personalization.
• Strong communication and leadership skills, with the ability to influence across marketing, data, and technology teams.

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)

Pay

The anticipated compensation for this position is USD $141,680.00/Yr. - USD $232,760.00/Yr. depending on experience and qualifications.

Hybrid role based in Frisco, TX. Candidates must be within commutable distance to the Frisco, TX or New York, NY office. Relocation assistance is not offered at this time.