Messaging Operations Manager

About the role

Our client, a leading financial services organization, is seeking a Messaging Operations Manager to oversee and optimize digital messaging operations across the enterprise. This role combines operational leadership, vendor management, and strategic program support to ensure the effective delivery of messaging initiatives and communication services. The ideal candidate will leverage expertise in team leadership, process improvement, performance reporting, compliance, and stakeholder management to drive operational excellence and enhance the effectiveness of digital messaging programs. This position is well suited for a proactive leader who can balance day-to-day operational oversight with long-term process and program optimization.

Core Responsibilities

• Lead and manage a team of contractors responsible for digital messaging execution, ensuring accuracy, quality, and timely delivery
• Participate in recruiting, interviewing, onboarding, and performance management activities for contractor resources
• Review and approve contractor timesheets while ensuring compliance with established processes
• Serve as the primary point of contact for vendor partners and maintain strong working relationships
• Conduct recurring audits to ensure messaging quality, compliance, and operational adherence
• Maintain a strong understanding of messaging execution, testing, targeting, and deployment processes
• Monitor team performance through reporting, metrics, and operational dashboards
• Analyze operational data and recommend process improvements
• Facilitate team meetings, learning sessions, and knowledge-sharing initiatives
• Serve as the subject matter expert for the digital messaging channel
• Develop and maintain process documentation, standard operating procedures, and workflow guides
• Support budget planning, vendor management, and rate oversight activities
• Drive continuous improvement initiatives across messaging operations

Required Skills & Experience

• Previous people leadership experience, including oversight of contractors, vendors, or distributed teams
• Experience managing hiring, onboarding, workforce administration, and performance oversight activities
• Strong vendor management and relationship management experience
• Experience conducting audits, quality assurance reviews, or operational compliance assessments
• Deep understanding of digital messaging execution and campaign operations
• Experience creating operational reporting, dashboards, and performance metrics
• Strong analytical and problem-solving skills
• Experience leading training sessions, facilitating meetings, and driving continuous improvement efforts
• Excellent verbal and written communication skills
• Strong organizational and project coordination abilities
• Experience developing and maintaining process documentation and standard operating procedures

Preferred Skills & Experience

• Experience managing digital marketing, customer communications, or messaging operations programs
• Background supporting enterprise-level operational teams
• Experience with workflow optimization and process improvement initiatives
• Knowledge of budget management and vendor rate administration
• Experience serving as a subject matter expert within a specialized operational function
• Familiarity with regulated industries such as financial services

Key Competencies & Behaviors

• Strong leadership and coaching capabilities
• Ability to balance strategic oversight with hands-on operational support
• Exceptional stakeholder and vendor management skills
• Results-oriented and process-driven mindset
• Strong attention to detail and commitment to quality
• Ability to thrive in a fast-paced, evolving environment
• Excellent organizational and time management skills
• Continuous improvement mindset

Work Environment

Location: Richmond, VA
Duration: 12-month contract
Equipment provided by client

Compensation

Pay Range: The approximate pay range for this position is between $35.00 and $50.00 per hour. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.

Benefits

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered