Sr. Manager, CRM Operations

DaVita Kidney Care • Denver, CO

2d • $98,000 - $155,000 • Onsite

About The Position

The Senior Manager, CRM Operations leads the CRM technical and operations team and owns the technical foundation and run-state of the Digital Marketing organization’s CRM platform. As the organization scales its CRM email, SMS, IVR, and lifecycle programs, this role makes sure the platform, the product roadmap, and the data behind every campaign keep pace, so that campaigns are scalable, automated, compliant, and resilient in production. This is primarily a people management and ownership role. The Senior Manager leads a team of solution architects, a QA developer, and the email build team, setting direction, developing the team, and holding delivery to a high quality bar. They stay close enough to the platform to set technical direction and resolve complex decisions, but their core job is leading the team and owning outcomes rather than building heads-down. A core expectation is setting the standards and developing the key processes the team works to, then keeping the team aligned, consistent, and standardized as the function scales. Two areas of ownership sit squarely with this role. First, the product roadmap. This person owns where the CRM platform is headed and sequences capabilities such as Data Cloud activation, IVR, and journey orchestration against business priorities. Second, the data delivery of campaigns. This person is accountable for getting the right data to the right campaign, which means navigating difficult data sources scattered across the organization and making sure deliverables are met on time and built correctly. Success in this role depends on working well with stakeholders who understand the technical details at a high level but rely on this person to translate, advise, and deliver. The Senior Manager brings clarity and structure to complexity, urgency, and ambiguity.

Requirements

• 7+ years of hands-on Salesforce Marketing Cloud experience, including senior technical or solution architecture work.
• Prior experience leading or managing a technical team of solution architects, developers, or QA.
• Deep expertise across Email Studio, Journey Builder, Automation Studio, Audience Builder, and Content Builder.
• Strong command of Salesforce data models, Data Cloud to Marketing Cloud integration, audience segmentation, and journey orchestration.
• Proven ability to navigate scattered, inconsistent data sources and deliver reliable campaign data from them.
• Experience owning a platform or product roadmap and sequencing capabilities against business priorities.
• Proven ability to set standards and build repeatable processes that a team adopts and consistently follows.
• Experience leading delivery in an agile environment.
• Hands-on experience with SQL, AMPscript, and SSJS, and with Data Extensions and relational data design.
• Strong stakeholder management skills, including translating technical detail for partners who understand it at a high level.
• Comfortable operating in a fast-moving, ambiguous environment and bringing structure to it.
• Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

Nice To Haves

• Salesforce Marketing Cloud certifications highly preferred (e.g., Marketing Cloud Solution Architect, Marketing Cloud Consultant, Marketing Cloud Developer, or Data Cloud Consultant)

Responsibilities

• Lead, direct, and coach a team of solution architects, a QA developer, and the email build team.
• Set the standards and develop the key processes the team follows and drive consistent adherence and standardization across the team.
• Establish and enforce build, QA, and documentation standards that hold up across the team and in production.
• Run the team’s delivery cadence within an agile model, planning and prioritizing work across increments.
• Develop the team’s ability to drive recommendations and resolve technical ambiguity independently, rather than escalating routine decisions upward.
• Serve as the senior escalation point for complex architecture and build decisions.
• Manage capacity and prioritization across concurrent campaigns.
• Own the CRM platform product roadmap, including the sequencing of capabilities such as Data Cloud activation, IVR, and journey orchestration against business priorities.
• Own the data delivery of campaigns end to end, ensuring the right audiences and data reach the right channels accurately and on time.
• Navigate complex, distributed data sources across the organization and resolve gaps that put campaign delivery at risk.
• Ensure deliverables are met, holding both the team and upstream data dependencies accountable to timelines.
• Partner with stakeholders who have a high-level technical understanding, translating between business intent and technical execution.

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, Headspace®, backup child and elder care, maternity/paternity leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed