Manager I, Marketing Ops

Description

We are looking for an experienced e commerce professional to manage marketing, site merchandising, and process optimization for our Digital Shared Services Marketing team. This individual should enjoy a fast-paced environment where they can affect the customer experience and be an instrumental part of expanding our foot print into multiple digital teams.

Key job responsibilities
• Front line manager for a team, approximate size ~15-18 which builds marketing campaigns and supports quality check of campaigns across different languages.
• Owner of program specific goals around SLA, quality and productivity
• Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
• Work with product and technical teams to build and improve the tools and technology to support the process.
• Define, measure and present operating metrics to senior Management.
• Manages people performance and support career growth.
• Responsible for identifying customer impacting issues, finding and implementing solutions.
• Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues, etc.
• Participate in hiring and grooming leadership talent pipeline.

Key job responsibilities
Key job responsibilities
• Front line manager for a team, approximate size ~15-18 which builds marketing campaigns and supports quality check of campaigns across different languages.
• Owner of program specific goals around SLA, quality and productivity
• Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
• Work with product and technical teams to build and improve the tools and technology to support the process.
• Define, measure and present operating metrics to senior Management.
• Manages people performance and support career growth.
• Responsible for identifying customer impacting issues, finding and implementing solutions.
• Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues, etc.
• Participate in hiring and grooming leadership talent pipeline.

Basic Qualifications

• Graduate (any stream) with 6+ years of experience of which a minimum 3+ years in managing people. • Track record of meeting and exceeding high service delivery standards • Experience in driving process excellence and productivity improvement • Experience owning and building processes with limited guidance. • Experience independently conducting deep dives to aid problem solving, by identifying blockers and coming up with solutions. • Always look out for continuous process improvement opportunities globally, reducing SLAs, and should be able to independently drive these initiatives. • Demonstrated experience working with program managers and business teams. • Willingness to work flexible work hours. • Experience using data and metrics to measure impact and determine improvement.

Preferred Qualifications

• 2+ years of knowledge/experience in marketing would be preferred • Experience in managing process and operational escalations • Experience in SLA management • Exposure to process improvement/quality control tools and methods • Experience in understanding metrics and developing them. • Background in web search and familiarity with various ways used for searching for information.