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

About the role

This role is central to driving the transformation of Marketing Technology Operations from a reactive, ticket-driven support model to a proactive, agentic one. The role involves leading the program to build and operationalize agentic support capabilities, and continuing to run and improve these operations as part of the team's long-term operating model.

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

• 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

Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

Skills

• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills
• Ability to prioritize and manage multiple projects simultaneously
• Experience with Agile methodologies and tools

Benefits

Comprehensive benefits including medical, dental, vision, prescription, life insurance, AD&D, EAP, mental health support, and more.

Pay

Base salary range: $81,600.00 - $142,800.00 USD annually

Schedule

Full-time position