Marketing Operations Manager

Production & Tools Manager

The Production & Tools Manager oversees the production operation that brings campaigns from brief to launch. Key responsibilities include:

• Own the production queue end-to-end: intake, prioritization, assignment, build, QA, and launch of campaigns across all supported channels.
• Set and enforce quality standards through structured QA processes covering content accuracy, rendering across devices and clients, audience logic, suppression rules, personalization, and targeting accuracy.
• Manage execution timelines, identify blockers early, and coordinate cross-team dependencies to ensure on-time delivery.
• Gather and validate requirements from campaign partners, translating ambiguous requests into clear, actionable production briefs with defined scope and deliverables.
• Apply compliance and privacy rules (GDPR, CAN-SPAM, preference center requirements) to every campaign, ensuring legal and governance standards are met without exception.
• Anticipate risks, escalate issues proactively, and propose mitigations before they impact delivery.
• Recommend production strategy, where appropriate, referencing new tools, capabilities and automation potential, to make campaigns more efficient and effective.

Capacity Planning & Workflow Management

Responsibilities include:

• Forecast production capacity based on campaign volume, complexity, and team capability, ensuring the team is resourced appropriately for both steady-state and surge periods.
• Create and maintain forward-looking roadmaps for production operations, balancing current execution demands with process improvement and automation initiatives.
• Estimate level of effort for incoming work, set realistic expectations with stakeholders on timelines and tradeoffs, and manage competing priorities with clarity.
• Define and optimize the production workflow from intake through post-launch analysis, to drive efficiency, reduce cycle time, and minimize rework.

Tool Ownership & Education

Key responsibilities are:

• Serve as the primary owner of the team's marketing automation and production systems, maintaining deep expertise in platform capabilities, configurations, and constraints.
• Own and maintain templates (audience, journey, reporting, and creative) that the production team and partners rely on daily.
• Map system capabilities and gaps, advocating for enhancements and workarounds that keep the team effective as channel requirements evolve.
• Design cross-team handoff architecture: defining clear rules of engagement between Production, Campaign Strategy, Creative, Legal, Analytics, and other partners.
• Communicate system changes, constraints, and strategic recommendations to leadership clearly and concisely.

Quality & Accountability

Responsibilities include:

• Drive a culture of ownership and accountability within the production operation, where quality is everyone's responsibility and outcomes are tracked transparently.
• Diagnose production issues methodically, using structured problem-solving to identify root causes and implement lasting fixes rather than one-off workarounds.
• Maintain and improve QA checklists, error-handling protocols, and fail-safe logic to protect against failed sends, malformed data, and system errors.

Requirements

Qualifications include:

• 5–7 years of experience in marketing operations, campaign production, or a comparable production management role within a high-volume, multi-channel environment.
• Expert-level proficiency with enterprise marketing automation platforms (e.g., platforms supporting email, push, SMS, in-app, and journey orchestration at scale).
• Demonstrated expertise in campaign QA processes: including content, rendering, audience, and automation validation.
• With a track record of maintaining high quality at high volume.
• Experience managing a high volume, short timeline, digital communications production team.
• Deep knowledge of personalization logic, including how content and audience data connect to drive dynamic, relevant experiences.
• Experience creating dynamic content for global, multi-language campaigns is essential.
• Strong understanding of compliance and privacy frameworks (GDPR, CAN-SPAM) and their practical application in campaign production.
• Proven ability to manage production timelines, plan capacity, and allocate resources across concurrent workstreams with competing priorities.
• Experience defining scope, gathering requirements, and writing production briefs that translate strategy into executable work.
• Excellent stakeholder management skills: able to set expectations, influence without direct authority, and communicate tradeoffs to both technical and non-technical audiences, including leadership.
• Strong structured problem-solving skills with the ability to diagnose production issues methodically and implement durable solutions.
• Working knowledge of SQL (basic queries, filtering, joins) sufficient to validate data and troubleshoot audience logic.
• Experience managing vendor/contractor relationships technology product providers, service providers, data providers.
• Advanced SQL proficiency preferred.
• Experience with audience segmentation, boolean targeting logic, and suppression rule design.
• Familiarity with journey builder tools, automated lifecycle systems, and trigger-based campaign logic.
• Experience designing or improving production workflows, handoff processes, or intake systems.
• Exposure to A/B testing frameworks and the ability to interpret statistical significance at a working level.