Marketing Operations Manager - Hybrid Role (Monday- Wednesday in Office)

Pet Supplies Plus•Livonia, MI

5d•Hybrid

About The Position

The Marketing Operations Manager is a people leader responsible for overseeing a support team and the day-to-day operations of the Marketing organization. This role is critical to ensure our omni-channel marketing engine runs smoothly, while supporting stores, franchise owners, and internal partners. This leader is hands-on, detail-oriented, and collaborative, with strong analytical and communication skills. They thrive in a fast‑paced environment, adapt quickly as the business evolves, and consistently drive high‑quality support and operational excellence across all stakeholder groups.

Requirements

Bachelor’s degree, preferably in a related field.
3+ years’ experience managing operations and support teams.
5+ years’ experience in a Marketing related field.
Strong analytical capabilities with a focus on operational excellence and continuous improvement.
Proven project management skills with the ability to manage multiple complex initiatives simultaneously.
Experience collaborating cross-functionally at all organizational levels.
Strong written and verbal communication skills.
Advanced proficiency in Excel and comfort working with data to inform decisions.

Nice To Haves

Familiarity with enterprise platforms such as Sitecore, Microsoft Dynamics, and payment processing systems.

Responsibilities

Implement new processes, system changes and standard operating procedures to optimize omni-channel marketing operations.
Partner with Store Operations, Technology, Marketing Channel Managers and Supply Chain teams to ensure successful rollout and adoption of operational changes.
Provide input into the development pipeline to influence the roadmap related to support strategy, tools, and platform enhancements.
Develop, manage, and continuously improve support processes for stores, franchise owners, and neighbors.
Provide first-level support to stores and franchise owners, and second-level support for neighbors and store-related issues.
Monitor neighbor and store voice of customer (VOC) to identify trends and drive measurable experience improvements.
Manage the repository for store data and marketing assets to ensure accuracy, accessibility and operational readiness across marketing programs.
Own the development and maintenance of the store and neighbor support knowledge base across website functions, eCommerce, Loyalty, and Marketing programs.
Oversee monitoring of product reviews and ensure the accuracy and completeness of product details on the site, identifying opportunities for capability enhancements.
Lead onboarding of new stores into eCommerce, including system enablement, training, and third-party integrations.
Build and maintain strong relationships with store owners throughout onboarding and ongoing support.
Manage marketplace initiatives and campaigns in partnership with cross-functional teams.
Oversee third-party delivery relationships and related initiatives to ensure operational alignment and performance.
Lead and develop marketing operations support team accountable for service level agreements (SLAs), service quality, and continuous improvement.
Monitor support team performance against established SLAs.
Provide coaching, guidance, and development for team members to ensure consistent, high-quality support delivery.
Partner with IT Technical Support, Marketing Channel Managers, Digital Product Management, Neighbor Services, Operations teams, and third-party vendors to resolve complex issues requiring technical or third-level support.