Associate Director, Quality Operations

Who We Are: SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are. This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day. SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through SiriusXM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers. How you’ll make an impact: As Associate Director, Quality Operations, you will play a critical role in strengthening the quality, reliability, and scalability of our marketing ecosystem. You will lead the development of a best-in-class QA function focused on reducing customer-facing incidents, improving campaign accuracy, and ensuring seamless execution across Salesforce Marketing Cloud, Data Cloud, and related marketing technologies. Your work will directly support conversion, revenue growth, customer experience, and brand trust by proactively identifying operational risks and implementing scalable controls, testing frameworks, and monitoring capabilities. You will directly manage and develop a Quality Operations team (initially 3–6 FTE, with flexibility to scale via contractors) and own the QA operating plan, staffing plan, and tool/automation budget that enable reliable, high-velocity campaign delivery at enterprise scale. In this role, you will partner cross-functionally with Marketing Operations, CRM, Engineering, Product, Analytics, and Data teams to support Marketing’s evolution toward near real-time, personalized, and generation-based customer engagement. You will help establish sustainable QA processes and governance models that enable the organization to scale increasingly complex campaigns with confidence, speed, and operational excellence. This is a highly visible leadership opportunity for someone passionate about building processes, driving continuous improvement, and creating a culture of quality across the marketing organization. What you’ll do: Lead the strategy, development, and execution of QA processes and operational controls across Salesforce Marketing Cloud and marketing campaigns. Establish scalable QA frameworks, testing standards, and governance practices to improve campaign accuracy, consistency, and reliability. Own end-to-end quality KPIs and operating cadences (e.g., defect escape rate, incident rate, deployment success rate, data-quality SLAs), including executive-ready reporting and quarterly quality business reviews. Lead and coach a team of QA analysts/ops specialists (and/or vendors), including hiring, performance management, skills development, and capacity planning across multiple marketing workstreams (lifecycle, acquisition, retention, and testing/experimentation). Establish and chair cross-functional QA governance forums (release readiness, change control, and incident postmortems) with clear RACI, go/no-go criteria, and accountability for remediation timelines. Partner with Product/Engineering/MarTech leaders on the Salesforce ecosystem roadmap; translate quality risks into prioritized backlog items and secure resourcing for reliability improvements. Manage and optimize the QA toolchain and budget (test automation, monitoring/alerting, data validation, and documentation platforms) to reduce manual effort and improve speed-to-market. Reduce and prevent customer-facing incidents by proactively identifying risks, gaps, and failure points across campaign workflows, automations, and data processes. Review and validate complex lifecycle, triggered, and near real-time marketing campaigns to ensure alignment with business requirements, customer experience standards, and deployment specifications. Partner closely with Marketing Operations, Channel Marketing, MarTech, Analytics, and Data teams to support high-quality campaign execution and operational excellence. Design and implement end-to-end QA methodologies for audience segmentation, personalization logic, journey orchestration, dynamic content, and deployment validation. Develop and enhance Salesforce telemetry, monitoring, alerting, and operational reporting capabilities to improve visibility into campaign performance, data integrity, and system health. Establish pre-launch and post-launch validation processes, including audience verification, deployment checks, volume reconciliation, and incident analysis. Drive continuous improvement initiatives focused on scalability, automation, operational efficiency, and reduction of manual QA processes. Create and maintain QA documentation, testing procedures, governance standards, and operational playbooks. Analyze campaign and platform performance trends to identify recurring issues, operational risks, and opportunities for optimization. Support Marketing’s transition toward near real-time, lifecycle, and generation-based customer engagement strategies by ensuring the appropriate QA infrastructure, controls, and processes are in place. Mentor and guide QA resources, campaign operators, and cross-functional partners on QA best practices and quality standards. Serve as a key stakeholder in platform enhancements, new feature implementations, and process transformation initiatives within the Salesforce ecosystem. Champion a culture of quality, accountability, operational rigor, and customer-centric execution across the organization. What you’ll need: Typically requires a minimum of 8 years of experience in QA, Marketing Operations, CRM, or data-driven marketing environments supporting enterprise-scale campaign execution and customer communications and 5 years of hands-on experience within the Salesforce ecosystem, with deep expertise in Salesforce Marketing Cloud required; experience with Salesforce Data Cloud strongly preferred. Typically requires a minimum of 5 years of people-management experience and a Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, Mathematics, Statistics, or a related field, or equivalent practical experience. Demonstrated ownership of operational governance (release readiness/change control) and quality KPIs/SLAs, with experience presenting risks, tradeoffs, and outcomes to senior leadership. Advanced understanding of database marketing, customer data architecture, audience segmentation, campaign execution workflows, and lifecycle marketing operations. Strong SQL skills with the ability to validate audience logic, troubleshoot data discrepancies, perform campaign QA, and analyze deployment results. Proven experience designing and implementing QA processes, testing frameworks, operational controls, and scalable governance models for marketing and CRM programs. Experience reviewing and validating complex customer journeys, automations, personalization logic, and campaign configurations against business and technical requirements. Experience developing or supporting monitoring, telemetry, alerting, and operational reporting capabilities to improve campaign reliability and reduce customer-facing incidents. Strong analytical, problem-solving, and troubleshooting skills with exceptional attention to detail and accuracy. Ability to manage multiple priorities in a fast-paced, cross-functional environment while maintaining high quality standards. Strong written and verbal communication skills, with the ability to influence, collaborate, and align effectively with technical and non-technical stakeholders at all levels. Advanced proficiency with Microsoft Office Suite, particularly Excel and PowerPoint. Experience with automation and/or AI tools such as chatGPT, Gemini, etc. Must have legal right to work in the U.S. At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $113,400 - $143,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply. Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice. #J-18808-Ljbffr AdsWizz