Manager, Martech Operations - Santa Monica, 90404

Manager, Martech Operations - Santa Monica, 90404, United States of America

How we LEAD:

The Manager, Martech Operations - West Coast/APAC owns regional martech operations coverage for West Coast and APAC stakeholders. This role oversees outsourced support execution, clarifies non-standard tickets, supports QA/SLA discipline, trains regional stakeholders, and owns documentation and standards for the Canvas and data specialization area.

Role Focus Distribution

Focus area and Allocation

• Regional ticket coverage and outsource team oversight 50%
• Non-standard ticket troubleshooting and escalation 20%
• Process, QA, and SLA governance 15%
• Regional stakeholder training 10%
• Specialized area ownership 5%

How youll CREATE:

Canvas and data

Specialization Ownership and Documentation

• Write, own, and standardize documentation for Canvas and data support workflows.

• Maintain Canvas ticket intake standards, Canvas QA examples, and basic Canvas troubleshooting guidance.

• Maintain data file readiness standards, import/export request guidance, audience/list QA examples, field mapping guidance, and common data troubleshooting examples.

• Create and maintain training materials that help stakeholders submit clearer Canvas and data-related requests.

• Partner with the Senior Manager to ensure Canvas and data documentation aligns with the broader global support model.

• Partner with the Senior Manager to ensure governance/process documentation aligns with the broader global support model.

• Maintain ticket intake governance, required request fields by ticket type, standard ticket quality examples, and process exception guidance.

Key Responsibilities:

• Oversee West Coast/APAC ticket coverage and outsourced support team follow-up.

• Clarify incomplete, unclear, or non-standard tickets before work is executed by the outsourced support team.

• Monitor SLA risk, blocked tickets, QA issues, rework, and escalation needs for the coverage region.

• Support oversight for regional imports, exports, audience/list QA, field mapping, data troubleshooting, and Canvas-related requests.

• Train West Coast/APAC stakeholders on ticket intake expectations, support timelines, QA requirements, and escalation paths.

• Collect regional examples and recurring issues related to Canvas and data workflows and convert them into documentation and training updates.

• Partner with the Senior Manager and peer Manager to ensure Canvas/data standards are usable across regions.

Bring your VIBE:

• 4+ years of experience in martech operations, CRM operations, marketing operations, campaign operations, digital operations, or related roles.

• Experience coordinating work with external support teams, agencies, vendors, or shared-service partners.

• Working knowledge of CRM, ESP, marketing automation, CDP, SMS, or digital campaign platforms.

• Comfort reviewing imports, exports, audience/list requests, field mapping, data files, campaign metadata, and QA requirements.

• Ability to clarify incomplete requests, identify blockers, and escalate issues with clear context.

• Strong organizational, communication, documentation, and stakeholder management skills.

• Ability to train business users on intake standards, support process, and operational expectations.

Preferred Experience and Skills:

• Experience with Braze, Dotdigital, or comparable CRM/marketing automation platforms.

• Experience supporting audience segmentation, data imports, subscription lists, suppression logic, or campaign QA.

• Exposure to Braze Canvas, Dotdigital Programs, or similar journey/automation tools.

• Familiarity with consent, opt-ins, opt-outs, subscription-state handling, and privacy-sensitive campaign operations.

• Experience working with global, regional, or multi-brand marketing stakeholders.

Success Measures:

• West Coast/APAC queue is visible, prioritized, and moving through outsourced support with fewer blockers.

• Canvas-related requests are completed accurately and efficiently, with the role able to clarify requirements, support basic workflow setup, coordinate vendor execution, and reduce rework through effective QA.

• Stakeholders submit more complete requests due to improved training and documentation.

• Recurring Canvas/data issues are captured and turned into examples, standards, or process improvements.

• Regional SLA and QA expectations are applied consistently.