Sr. Manager, CRM Operations

About the role

The Senior Manager, CRM Operations leads the CRM technical and operations team and owns the technical foundation and run-state of the Digital Marketing organization’s CRM platform. This role sets direction, develops the team, and holds delivery to a high quality bar.

Responsibilities

• Owns the CRM platform product roadmap, including the sequencing of capabilities such as Data Cloud activation, IVR, and journey orchestration against business priorities.
• Owns the data delivery of campaigns end to end, ensuring the right audiences and data reach the right channels accurately and on time.
• Navigates complex, distributed data sources across the organization and resolves gaps that put campaign delivery at risk.
• Ensures deliverables are met, holding both the team and upstream data dependencies accountable to timelines.
• Partners with stakeholders who have a high-level technical understanding, translating between business intent and technical execution.
• Leads, directs, and coaches a team of solution architects, a QA developer, and the email build team.
• Establishes and enforces build, QA, and documentation standards that hold up across the team and in production.
• Manages capacity and prioritization across concurrent campaigns.

Requirements

• 7+ years of hands-on Salesforce Marketing Cloud experience, including senior technical or solution architecture work.
• Prior experience leading or managing a technical team of solution architects, developers, or QA.
• Deep expertise across Email Studio, Journey Builder, Automation Studio, Audience Builder, and Content Builder.
• Strong command of Salesforce data models, Data Cloud to Marketing Cloud integration, audience segmentation, and journey orchestration.
• Proven ability to navigate scattered, inconsistent data sources and deliver reliable campaign data from them.
• Experience owning a platform or product roadmap and sequencing capabilities against business priorities.
• Proven ability to set standards and build repeatable processes that a team adopts and consistently follows.
• Experience leading delivery in an agile environment.
• Hands-on experience with SQL, AMPscript, and SSJS, and with Data Extensions and relational data design.
• Strong stakeholder management skills, including translating technical detail for partners who understand it at a high level.
• Comfortable operating in a fast-moving, ambiguous environment and bringing structure to it.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or related field.
• Skills: Strong command of Salesforce data models, Data Cloud to Marketing Cloud integration, audience segmentation, and journey orchestration.
• Experience: 7+ years of hands-on Salesforce Marketing Cloud experience, including senior technical or solution architecture work.

Skills and Qualifications

• Strong command of Salesforce data models, Data Cloud to Marketing Cloud integration, audience segmentation, and journey orchestration.
• Proven ability to navigate scattered, inconsistent data sources and deliver reliable campaign data from them.
• Experience owning a platform or product roadmap and sequencing capabilities against business priorities.
• Proven ability to set standards and build repeatable processes that a team adopts and consistently follows.
• Experience leading delivery in an agile environment.
• Hands-on experience with SQL, AMPscript, and SSJS, and with Data Extensions and relational data design.
• Strong stakeholder management skills, including translating technical detail for partners who understand it at a high level.
• Comfortable operating in a fast-moving, ambiguous environment and bringing structure to it.

Benefits

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out.

Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more.

Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform Star Learning.

DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits.