Director, Personalization & CRM Marketing Operations

Realtor.com® is the No. 1 site trusted by real‑estate professionals, connecting buyers, sellers, and renters with expert guidance and an easy‑to‑use experience. The company is on a mission to empower more people to find their way home by breaking barriers, making the right connections, and building confidence through expert guidance.

About the Role

The Director of Personalization & CRM Marketing Operations will lead and build the CRM & Personalization ecosystem. This role bridges high‑level business strategy and technical execution, ensuring the health and output of customer‑engagement platforms—primarily Braze and Cordial—and a soon‑to‑be‑established CDP (Segment Engage). The director serves as the primary orchestrator between Marketing, Product, and Engineering, overseeing critical infrastructure migrations, an AI decisioning proof of concept, and the Agile team’s efficiency.

Responsibilities

• Oversee Scrum processes across multiple technical CRM teams, including daily stand‑ups, bi‑weekly sprint planning, retrospectives, and backlog refinement; hold the team accountable to commitments and drive innovation and speed.
• Partner with CRM Product Owners to balance high‑impact initiatives with essential backend maintenance and infrastructure work.
• Identify and remove blockers for developers and engineers to maintain delivery velocity throughout engagements.
• Monitor Snowflake‑to‑Braze and Cordial data imports via Hightouch and future Segment Engage; quickly escalate and resolve data sync failures.
• Manage the AI Decisioning lifecycle through build, launch, and performance monitoring; lead the team’s AI transformation to accelerate productivity and campaign output.
• Serve as the primary technical point of contact for Braze, Cordial, and Segment Engage, owning bi‑weekly technical check‑ins and solution reviews.
• Monitor platform health, triage alerts, and coordinate with MarTech and Notifications engineering teams when issues arise; ensure all MarTech imports have active monitoring and consistent alert naming conventions.
• Represent CRM Operations in Weekly Business Reviews, translating operational issues into clear performance insights for senior leadership.
• Partner with Product Marketing, Performance Marketing, Software Engineering, and Analytics to keep the CRM roadmap aligned with broader company goals.
• Lead bi‑weekly MarTech/CRM sprint grooming sessions with Product Owners to review and prioritize development tickets.
• Manage a team of CRM & CDP ops developers; conduct weekly 1:1s, provide mentorship, and act as the escalation point for complex integration issues, production incidents, or competing sprint priorities.

Requirements

• 12+ years of experience in CRM or marketing operations, with at least 5 years leading technical teams including CRM ops developers.
• Bachelor’s degree or equivalent experience.
• Deep hands‑on expertise with enterprise ESP/CRM platforms—specifically Braze and/or Cordial—including campaign architecture, audience logic, and platform administration.
• Experience leading a CRM ops team at scale (billions of sends and complex data).
• Proven track record managing large‑scale backend migrations where data continuity is the primary risk.
• Expert‑level command of Agile/Scrum methodologies, with experience running multi‑team sprint ceremonies and maintaining delivery velocity.
• Strong executive presence; ability to represent operational health to senior leadership and communicate technical issues clearly under pressure.
• Demonstrated ability to manage vendor relationships and serve as primary technical point of contact for external MarTech partners.
• Deep AI expertise and a commitment to continuous learning; experience with Claude Enterprise or Claude Code preferred.
• Bonus: Experience with Segment Engage, Hightouch or similar CDP/reverse‑ETL tools; familiarity with Snowflake, AI/ML‑driven marketing automation pilots, Jira, Airtable, Confluence, Miro, and Splunk.

Benefits

• Inclusive and competitive medical, prescription, dental, and vision coverage.
• Family‑forming benefits.
• 13 paid holidays.
• Flexible Time Off.
• 8 hours of paid volunteer time off.
• Immediate eligibility for a 401(k) plan with a 3.5 % company match.
• Tuition reimbursement for degree and non‑degree programs.
• Personalized 1:1 financial planning sessions.
• Student‑debt retirement savings match program.
• Free snacks and refreshments in each office location.

How We Work

Realtor.com® balances creativity and innovation with a foundation of in‑person collaboration. Most roles require employees to work four or more days per week in the office, fostering rich collaboration, a strong culture, and close teamwork.