Sr PM, Mktg Ops (Agentic), Channel Technology & Operations

About the role

Description Marketing technology support is going through a fundamental shift, and this role is at the center of it. You will drive the transformation of Marketing Technology Operations from a reactive, ticket-driven support model to a proactive, agentic one.

Responsibilities

• Deconstruct existing ticket-driven support workflows and redesign them into AI-native, agentic systems that automate intake, triage, diagnosis, routing, and resolution, shifting the team from reactive support to proactive detection and prevention
• Own day-to-day reliability for agentic systems in production, including observability, failure detection, root cause analysis, and resolution across the marketing technology stack (AEM, Marketo, AEP)
• Partner with Product and Engineering to operationalize the rollout of agentic capabilities, defining testing, validation, acceptance criteria, and readiness frameworks that ensure systems perform reliably in production
• Support Product's agentic content supply chain roadmap by providing operational readiness assessments, front-line system feedback, and production support planning for new capabilities
• Lead change management to transition marketers from legacy workflows to new agentic ways of working, building trust through transparency into how agents make decisions and when human judgment is needed
• Lead a small team of builders developing automation and agentic support workflows, providing direction, prioritization, quality standards, and operational playbooks
• Define and track key operational metrics including automation rate, MTTR, ticket deflection rate, agent classification accuracy, and the ratio of system-detected issues to user-reported tickets

Requirements

Key job responsibilities Deconstruct existing ticket-driven support workflows and redesign them into AI-native, agentic systems that automate intake, triage, diagnosis, routing, and resolution, shifting the team from reactive support to proactive detection and prevention Own day-to-day reliability for agentic systems in production, including observability, failure detection, root cause analysis, and resolution across the marketing technology stack (AEM, Marketo, AEP) Partner with Product and Engineering to operationalize the rollout of agentic capabilities, defining testing, validation, acceptance criteria, and readiness frameworks that ensure systems perform reliably in production Support Product's agentic content supply chain roadmap by providing operational readiness assessments, front-line system feedback, and production support planning for new capabilities Lead change management to transition marketers from legacy workflows to new agentic ways of working, building trust through transparency into how agents make decisions and when human judgment is needed Lead a small team of builders developing automation and agentic support workflows, providing direction, prioritization, quality standards, and operational playbooks Define and track key operational metrics including automation rate, MTTR, ticket deflection rate, agent classification accuracy, and the ratio of system-detected issues to user-reported tickets

Qualifications

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

Skills

• Knowledge of AI and automation technologies
• Experience with data analytics and metrics
• Strong communication and stakeholder management skills
• Ability to lead and manage a team

Benefits

Basic Qualifications 3+ years of program or project management experience 3+ years of defining and implementing process improvement initiatives using data and metrics experience Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience using data and metrics to determine and drive improvements Experience working cross functionally with tech and non-tech teams

Pay

Base salary range for this position is $81,600.00 - $142,800.00 USD annually

Schedule

Full-time