Marketing Operations Technologist

Role Description

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings. This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands. GoDaddy is not currently considering candidates for this role in California, Seattle, or NYC.

Join our team. You will be creating and implementing call routing rules across multiple platforms, creating and handling outbound calling campaigns, and working across teams to assist in meeting their goals. Ensuring day-to-day business operates as intended and gathering information to improve the processes. It is all centered on the ultimate measure of customer satisfaction – the outcome of earning their business.

The ideal candidate will learn and enhance the outbound phone operations at GoDaddy, will become an expert with many of our campaign and CRM tools, and will build a very strong network across operations and technical teams.

What you'll get to do...

• Assist in the design and creation of Salesforce CRM routing rules to segment opportunities for inbound, manual outbound, and Genesys dialer driven outbound campaigns.
• Develop and manage campaigns in Message Gears for use in call routing and Cisco outbound campaigns powered by dialers.
• Use SQL queries, reporting tools, and built-in reporting to review and analyze statistical data to ensure department is meeting metrics and goals in many facets of the business.
• Perform analysis when finding outliers in sets of data down to an individual guide/campaign basis.
• Provide data and findings to Dialer Manager for further review/presentation to Operations.
• Supervise and analyze day to day call routing and dialer system operations, dialing campaign performance, and make sure agents are engaged efficiently.
• Using discretion and independent judgment, manage and actively adjust routing rules, campaigns and dialer functions to meet contact and list penetration goals and optimize contact and sales results.
• Run, review, and work with team to present/display pre-built reporting, including basic analysis of trends and optimization strategy.
• Communicate and build positive professional relationships with the global CARE and Commerce departments, from the guides to the VP.
• Work closely with partners such as Routing, Telecom, Opal, Marketing, CRM Development (GoDaddy and Salesforce), and Legal.

Qualifications

• 3+ years of professional experience in SQL querying and Relational Databases.
• 3+ years of experience working with Salesforce CRM, including system configuration, opportunity management, and lead/opportunity routing.
• 2+ years of hands-on experience with dialer hardware and software configuration, administration, and troubleshooting, with preferred experience in Genesys, Cisco, and LCM environments.
• A strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis.

Requirements

• A Demonstrated knowledge and understanding of key outbound call center performance metrics such as contact rates, conversion, list penetration, abandoned rates, etc.
• A proven ability to quickly assess complex situations, develop effective solutions, and execute with minimal supervision.

Benefits

• Competitive pay.
• Generous time off, parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k)-retirement plan.
• Paid sick time and paid flexible time off.
• Paid parental leave.
• Life insurance and short- and long-term disability.
• AD&D insurance.
• Mental health or EAP programs.
• Remote or hybrid work options.
• Paid holidays and paid Wellness days.
• Tuition assistance, adoption, surrogacy, and fertility benefits.
• Dependent daycare and backup care benefits.
• Employee stock purchase plan.
• Financial education and advice.