Marketing Operations Lead

Are you a proactive, solutions-oriented professional with a passion for driving impactful results? We’re looking for a Marketing Operations Lead to join our team and lead cross-functional initiatives that enhance operational efficiency, elevate creative deliverables, and ensure alignment with our organizational goals.

In this role, you'll serve as a critical dot-connector across teams, balancing strategy with execution to deliver meaningful business outcomes. From managing complex project timelines to fostering customer-centric feedback loops, you’ll bring a blend of leadership, project management expertise, and operational savvy to ensure we consistently deliver excellence.

This role will report to the Head of National Marketing & Design, and will enable both the National Marketing & Agent Experience teams. The primary focus is retention and heightening the value of our services to our 34,000 customers. This role plays a crucial part in optimizing and enhancing our existing services and exciting our 700-person regional employees about those products & offerings. The secondary responsibility is to create ease & efficiency in our support operations. Positioned at the intersection of the creative team & regional support, this team member plays a crucial role in driving results via creative & service excellence.

Please note: this role is 100% in-office in New York City, NY.

Your Role and Impact:

• Project Management: Author project plans, timelines and updates cross-functionally for ops, creative and M&A integration-type project deliverables.

• Critical Care: You’ll be the main point of contact for regional teams and help problem-solve in-bound questions & issues.

• Learning & Development: You'll oversee staff-facing and agent-facing programming, developing strategies that enhance our reach and effectiveness. Your vision will guide “one-to-many" programs, driving our go-to-market strategy, planning, and timeline.

• Go-to-Market: Partner with Communications, Product & Creative teams on GTM activities pre- and post-launch, effectively socializing Creative roadmap initiatives and progress with cross-functional partners to ensure alignment and collaboration.

• Feedback Loop: You'll spearhead the collection and analysis of feedback from customers on both creative deliverables as well as our service offering. Surface insights to stakeholders and offer solutions that could inform our team priorities & roadmap.

• Operational Excellence: Drive consistency across the national offering, elevate best practices, involvement in KPI planning & adherence.

• Process Improvement: Audit and optimize regional processes, roll out new processes ensuring full adoption, and maintain up-to-date knowledge bases to support adherence. If you see something that can be better, take action!

What We're Looking For:

• 5+ years of work experience in Business or Creative Operations

• Superior project management & analytical skills

• Demonstrated track record of delivering business outcomes & results

• Exceptional written and verbal communication skills

• A relationship-builder who can quickly form a rolodex of key partners

• Demonstrated ability to manage go-to-market plans

• Customer-first approach in managing customer escalations

• Experience with tools such as Workfront, Zendesk, Google Sheets & Power BI

• A strategic mindset, capable of seeing the big picture while executing day-to-day activities

Compensation: 

The base pay range for this position is $110,000-124,000 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. Minimum wage for the position will always be met.