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Director, Marketing Operations
Alliance Data
Boston, MA, United States
Job Details - this job has expired, please see similar jobs below
The Director of Marketing Operations is responsible for managing the day to day systems management of a large enterprise client. This person will be accountable for creating project plans, incident management, tracking and managing against strict delivery objectives and service level agreements (SLAs) established in multiple statement of work (SOWs) while also ensuring that best practices are employed.
This role also manages related multi-channel marketing activities and a team of BSAs who support these activities. This technical infrastructure and network domain leader is also responsible for the coordination of new campaigns, system management, change control, defect management, deployment support, and release management. This person is responsible and accountable for the troubleshooting of any issues that arise day-to-day. He/she takes a lead role in managing the production of client deliverables, and serves as a primary liaison between client staff and Epsilon account, delivery, and technology teams. He/she defines, approves, and enforces BSA standards and methodology within the team in order to improve quality, repeatability, and on-time delivery of client marketing activities.
Responsibilities
• Actively manages day-to-day aspects of running the managed operations of a large client
• Manages the BSA operations resources for an account, and support production staff and client end users, with a focus on getting high quality results for the client
• Troubleshoot project and account issues with account management and engage appropriate resources as needed to drive issue resolution
• Develop and implement processes and methodologies to improve quality, repeatability and on-time delivery
• Directly lead, manage, and coach a team of Business Systems Analysts (BSA), which includes providing leadership and mentoring, completing performance appraisals, interviewing, hiring BSAs, and tracking BSA deliverables
• Act as primary BSA client contact to provide proactive and consistent general operations and development communication with the client
• Lead BSA tasks and provide project management through the full SDLC lifecycle for change requests / enhancements to client solution, to include scoping, estimating, requirements, functional design, testing, deployment, and training.
• Resource planning in support of ongoing operations and development
Qualifications
Required Experience:
• A minimum of eight (8) years of network domain experience; including significant experience managing systems operations and people required.
• Must be able to collaborate effectively with other teams; including development.
• Must have experience managing against client SLAs, including application, computing, reporting, systems management, defect management and incident management support functions to ensure 24/7/365 system availability.
• Network Domain Experience
• Consulting with external client contacts
• Management and maintenance of project/account documentation
• Creation of operational, campaign or business reports
• Experience with one/two of the following:
◦ Systems Management
◦ Defect Management
◦ Change management
◦ Issue management
◦ Release Management
• Working with technical staff to design and implement technical solutions
• Coordination of integration of new development into an existing technical solution
• Managing scoping, estimation and implementation of enhancements and change requests
• Leading and mentoring a team
• Solid understanding of systems management and taking steps to be proactive in avoiding issues.
• Solid understanding of release management
• Solid understanding of defect management and tracking
• Working knowledge of network communication protocols
• Understanding of .Net technology
• Intermediate SQL skills
• Solid understanding of reporting tools (e.g., Cognos, Business Objects, MicroStrategy)
• Working knowledge of Web Technologies (HTML, XML, web services, etc.)
• Working knowledge of enterprise compliance frameworks (PCI, SOC2, etc.)
Other Skills/Abilities:
• Excellent written and verbal communications skills
• Process oriented - excellent troubleshooting and people management skills in a client facing role
• Ability to prioritize multiple priorities under pressure while focused on getting results for the client
• Good negotiation skills
• Good leadership skills
• Good time management skills
• Good listening skills
• Self-starter, ability to work independently and with a strong initiative
• Ability to thrive in a highly matrixed environment while managing multiple priorities simultaneously
Conditions of Employment
All job offers are contingent upon successful completion of certain background checks which unless prohibited by applicable law may include criminal history checks, employment verification, education verification, drug screens, credit checks, DMV checks (for driving positions only) and fingerprinting.
Great People, Deserve Great Benefits
We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career. From tuition reimbursement to scholarship programs to employee stock purchase plans and 401(k)s, we offer associates a variety of benefits that work as hard for them as they work for us.
About Epsilon
Epsilon® is an all-encompassing global marketing innovator. We provide unrivaled data intelligence and customer insights, world-class technology including loyalty, email and CRM platforms and data-driven creative, activation and execution. Epsilon’s digital media arm, Conversant, is a leader in personalized digital advertising and insights through its proprietary technology and trove of consumer marketing data, delivering digital marketing with unprecedented scale, accuracy and reach through personalized media programs and through CJ Affiliate, one of the world’s largest affiliate marketing networks. Together, we bring personalized marketing to consumers across offline and online channels, at moments of interest, that help drive business growth for brands. Recognized by Ad Age as the #1 World’s Largest CRM/Direct Marketing Network, #1 Largest U.S. Agency from All Disciplines and #1 Largest U.S. Mobile Marketing Agency, Epsilon employs over 8,000 associates in 70 offices worldwide. Epsilon is an Alliance Data company. For more information, visit www.epsilon.com and follow us on Twitter @EpsilonMktg.
Alliance Data provides equal employment opportunities without regard to race, color, religion, gender, age, national origin, disability, sexual orientation, gender identity, veteran status or any other characteristic protected by law.
Alliance Data participates in E-Verify
For San Francisco Bay Area:
Alliance Data will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code Sections 4901 - 4919, commonly referred to as the San Francisco Fair Chance Ordinance