Martech Operations Manager

The MarTech Operations Manager is responsible for enabling and optimizing customer communications across the customer lifecycle through Salesforce Marketing Cloud (SFMC) and other key marketing technology platforms. This role partners closely with Marketing, IT, and cross-functional teams to translate business and customer experience objectives into scalable, automated, and data-driven communication solutions that improve customer engagement and campaign effectiveness.

Key Responsibilities

• Own the technical enablement and optimization of customer communications across the customer lifecycle using Salesforce Marketing Cloud and other MarTech platforms.

• Design, build, and optimize automated customer journeys that deliver relevant, timely, and personalized communications across key customer touchpoints.

• Translate marketing and customer experience objectives into clear business and technical requirements, partnering with IT and other technical teams to enable effective and scalable solutions.

• Lead the analysis of existing customer communication processes, journeys, and workflows to identify gaps, inefficiencies, and opportunities for automation and continuous improvement.

• Evaluate and recommend appropriate campaign and journey approaches, including real-time versus batch communications, one-time versus recurring automations, and static versus dynamic and personalized content.

• Oversee technical campaign activities, including automated email campaign setup, journey configuration, scheduling, testing, quality assurance, deployment, and ongoing optimization.

• Partner with technical teams to support the data architecture, integrations, and data flows required to enable customer communications and marketing automation.

• Establish and maintain operational standards and best practices for campaign execution, testing, automation, documentation, and platform utilization.

• Manage multiple initiatives simultaneously, balancing long-term MarTech capabilities and strategic priorities with short-term campaign and operational requirements.

• Collaborate with Marketing, IT, Analytics, and other cross-functional stakeholders to ensure customer communications are aligned with business priorities and deliver a consistent customer experience.

• Monitor campaign and journey performance and use data and insights to identify opportunities to improve customer engagement, operational efficiency, and communication effectiveness.

• Stay current on Salesforce Marketing Cloud capabilities, MarTech trends, and emerging technologies, recommending opportunities to enhance Brightspeed's marketing technology capabilities.

• May perform other duties as assigned.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Education & Experience

• Bachelor’s degree in Business Administration, Marketing, Information Systems, Technology, or a related field.

• 5+ years of experience with Salesforce Marketing Cloud development, administration, or marketing technology operations.

• Experience designing and implementing automated customer journeys, campaigns, and lifecycle communications.

• Experience working with marketing data, automation workflows, campaign testing, and supporting data architecture.

Skills & Competencies

• Strong knowledge of Salesforce Marketing Cloud (SFMC), including campaign development, administration, automation, and journey orchestration.

• Strong understanding of marketing automation, customer lifecycle communications, and MarTech operations.

• Ability to translate business and marketing objectives into clear functional and technical requirements.

• Understanding of marketing data architecture, integrations, automation workflows, and dynamic communications.

• Strong analytical and problem-solving skills with the ability to identify process gaps and recommend improvements.

• Demonstrated ability to manage multiple projects and priorities through effective planning and prioritization.

• Strong business acumen with the ability to balance long-term strategic objectives with short-term tactical requirements.

• Strong cross-functional collaboration skills, including experience partnering with Marketing, IT, Analytics, and other technical teams.

• Excellent written and verbal communication skills.

• Ability to adapt and deliver results in a fast-paced, evolving environment.

Preferred Qualifications

• Salesforce Marketing Cloud certification.

• Experience in the telecommunications industry or a related field.

• Experience with additional MarTech, CRM, customer data, or marketing automation platforms.

• Experience supporting personalized, real-time, or data-driven customer communications.

Physical Demands & Work Conditions

• Work is primarily performed in a home or company office environment, with regular use of a computer, telephone, and other standard office equipment.

• Occasional travel may be required for vendor meetings, industry conferences, or internal team events, estimated at up to 10% of the time.

• Standard business hours generally apply, with occasional evening or weekend availability required during peak campaign periods, critical launches, or platform implementations.

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice