NEW JOB OPENING
MARTECH PLATFORM OPERATIONS MANAGER INCIDENT & SUPPORT
IN Remote, USA!

Required Education:

• Bachelor degree



Preferred education:

• MBA or other related advanced degree preferred



Required Skills:

•5+ years of experience

•Issue triage and incident/escalation management for enterprise marketing platforms. Hands on operational platform

•Coordinating and prioritizing work across a distributed, multi-time-zone support team, hands-on operation of Salesforce Marketing Cloud or a comparable platform

•Coordinating third-party vendor support and escalation paths, clear written communication and status reporting to technical and non-technical stakeholders. This role executes and maintains established processes rather than designing new frameworks



Preferred Skills:

•Experience in business or B2B marketing

•Experience with Salesforce Marketing Cloud

•Analytical experience

•Prior experience in a leave-coverage or short-term platform support engagement

•Soft skills e.g. strong communication skills (written & verbal), attention to detail, results oriented



Overview:

The Business Marketing Technology team designs and operates the technologies that let client's business marketers execute campaigns at scale, partnering across Marketing, Engineering, Data Science, and Operations



About the role: This is a leave-coverage engagement supporting ongoing platform monitoring and issue management for our business marketing technology stack. The candidate will operate established processes, runbooks, and dashboards to keep platform issue detection, triage, and resolution running without interruption, and will provide day-to-day work direction and prioritization for a distributed team of seven contingent support specialists. The role is execution-focused; process redesign and transformation initiatives remain with the full-time team



Responsibilities:

•Monitor martech platform health and campaign audience reach using existing dashboards and alerting; flag anomalies against established baselines

•Triage incoming platform issues using the existing triage framework; route and escalate to internal engineering and third-party vendor support teams

•Provide day-to-day work direction, assignment, and prioritization for a distributed team of contingent support specialists

•Run recurring team syncs and handoffs; unblock the support team and escalate capacity or coverage risks

•Track open issues to resolution, maintain issue status and documentation, and communicate impact and timelines to affected stakeholders

•Produce recurring platform health and audience-reach reporting for business stakeholders

•Respond to internal partner-user requests and questions related to platform governance and access, following documented processes

•Maintain existing reference documentation and runbooks; log gaps and recommendations for the full-time team to action

•Carry the martech platform issue-management on-call rotation and coordinate coverage and handoffs across the support team

•Issue Triage & Support, Agentic Issue Resolution, Platforming Monitoring Automations



How will the performance be measured :

•Defined SLA

•Deliverable for road maps









Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**