Senior Manager, SMS Operations

Senior Manager, SMS Operations

Since our founding in 1924, we've cut cardiovascular disease deaths in half, but there is still so much more to do. To overcome today's biggest health challenges and accelerate this progress, we need passionate individuals like you. Join our movement, be part of the progress, and help ensure a healthier future for all. You matter, and so does the impact you can make with us.

The American Heart Association has a great opportunity for a Senior Manager, SMS Operations. This position can be home based.

The Senior Manager, SMS Operations is responsible for the day-to-day execution, workflow management, compliance oversight, and performance optimization of the American Heart Association's SMS and mobile messaging program. This role ensures SMS campaigns are deployed accurately, on time, and in alignment with enterprise priorities. The Manager operationalizes segmentation, consent management, personalization triggers, and campaign execution across fundraising, advocacy, event, and engagement initiatives.

This is a highly detail-oriented, systems-focused role that sits at the intersection of marketing operations, digital engagement, and compliance.

The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally.

The AHALife is more than a company culture; it is our way of life. It embodies our commitment to work-life harmonization and is guided by our core values where our employees can thrive both personally and professionally.

Responsibilities

• Build, QA, schedule, and deploy SMS campaigns across fundraising, advocacy, events, and mission engagement initiatives
• Manage campaign intake requests and ensure alignment with the omnichannel marketing calendar
• Translate campaign briefs into segmented, compliant message deployments
• Execute triggered and automated SMS journeys
• Maintain deployment documentation, short codes, and campaign checklists

• Build and manage audience segments using CRM and CDP data
• Ensure proper list hygiene, suppression logic, and opt-in status accuracy
• Monitor subscriber growth, engagement, and opt-out trends
• Partner with CRM and data teams to resolve data integrity issues

• Ensure compliance with TCPA, CTIA, and internal privacy policies
• Manage opt-in, opt-out, and keyword workflows
• Maintain documentation to support audit readiness
• Partner with Legal, IT, and Brand teams on regulatory updates and message compliance

• Develop and maintain standard operating procedures (SOPs) for SMS execution
• Improve efficiency within work management systems
• Establish QA protocols to reduce deployment errors
• Identify automation opportunities to improve speed, accuracy, and scalability
• Build strong working relationships with cross-functional stakeholders

• Track and report on: Delivery rates, Click-through rates, Conversion rates, Revenue performance, and List growth and churn
• Support A/B testing and ongoing campaign optimization
• Provide performance insights and summaries to marketing and development leadership

• Serve as day-to-day administrator for SMS platform(s)
• Manage platform configuration and integrations
• Troubleshoot technical issues in partnership with vendors, carriers, and IT
• Support budget tracking and invoice management

What Success Looks Like

• SMS campaigns deploy on time with zero compliance violations
• Clear, documented workflows support scalable execution
• Segmentation accuracy improves across campaigns
• Opt-in rates increase while opt-out rates decrease
• SMS is fully integrated into enterprise-wide campaign planning

Qualifications

• Bachelor's Degree in marketing, digital media, communications, or related field or equivalent experience.
• Five (5) years of experience in digital marketing operations, with hands-on SMS or mobile messaging execution
• Experience building audience segments using CRM and/or CDP platforms
• Working knowledge of TCPA and SMS compliance requirements
• Strong attention to detail and quality control
• Experience working in complex, cross-functional environments

Core Competencies

• Operational excellence and process discipline
• Data accuracy and quality assurance
• Strong organizational and project management skills
• Clear, effective communication across teams

Compensation & Benefits

The expected pay range is $80,000 - $100,000. Pay is commensurate with experience; geographic differentials to the pay range may apply. The American Heart Association reserves the right to pay more or less than the posted range.

The American Heart Association invests in its people. Here are the main components of our total rewards package. Visit Rewards & Benefits to see more details.

• Compensation – Our goal is to ensure you have a competitive base salary. That's why we regularly review the market value of jobs and make adjustments, as needed.
• Performance and Recognition – You are rewarded for achieving success through annual salary planning and incentive programs; eligibility for an incentive program is based on the type of position.
• Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. Heart U is the Association's national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
• Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
• Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.

The American Heart Association's 2028 Goal: Building on over 100 years of trusted leadership in cardiovascular and brain health, by 2028 the Association will drive breakthroughs and implement proven solutions in science, policy, and care for healthier people and communities. The greatest discoveries in health must reach everyone where they are.

At American Heart Association | American Stroke Association, our mission is to be a relentless force for a world of longer, healthier lives, regardless of race, ethnicity, gender, gender identity, religion, age, language, sexual orientation, national origin and physical or cognitive abilities.

In accordance with local and state laws where applicable, qualified applicants with arrest or conviction records will be considered for employment.

EOE/Protected Veterans/Persons with Disabilities

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