Growth Marketing Manager, GROMO

ABOUT THE ROLE

Growth Marketing Operations (GROMO) ensures accurate, reliable execution of high-volume, multi-channel marketing deployments that support enrollment and lifecycle engagement. We operate within a complex marketing technology ecosystem and deliver personalized member communications through tightly integrated platforms and data flows.

We are hiring an Operations Manager to lead our error management function, provide hands-on QA surge support for complex deployments, and accelerate our evolution into an AI-first quality culture. The ideal candidate combines strong technical fluency with operational discipline and high-stakes stakeholder leadership.

In this role, “player/coach” means you will personally execute critical QA and incident response work while also strengthening the broader team through standards, enablement, and scalable operating mechanisms—without formal people management responsibilities.

This role will partner closely with GROMO leaders across Quality Assurance, Technical Operations, and Project/Strategy, as well as our core cross-functional partners:
Mar Tech Engineering and Growth Product.

• Own the end-to-end error management process, including intake, triage, severity assessment, escalation, containment coordination, RCA facilitation, and follow-through tracking.
• Lead structured, blameless post-incident investigations and produce clear root cause analysis that translates into durable upstream fixes and prevention guardrails.
• Serve as the operational lead for incident and issue communication with cross-functional partners, including client-facing stakeholders, translating technical findings into clear business impact, timelines, and resolution plans.
• Provide hands-on QA execution and surge support during high-volume and high-risk periods, performing end-to-end validation of complex campaigns including segmentation logic, HTML rendering, dynamic personalization, and platform-level behavior in Iterable and Salesforce.
• Partner closely with the Troubleshooter function to standardize intake, reduce time-to-resolution, improve escalation quality, and decrease repeat issue volume through systemic prevention work.
• Champion adoption of AI tools and AI-enabled workflows to automate routine validation, anomaly detection, and RCA support, shifting QA work from manual checking to higher-leverage oversight.
• Build practical team enablement that increases technical depth and consistency across QA execution, including reusable templates, checklists, investigation guides, and AI workflow examples.
• Partner with Mar Tech Engineering to implement technical guardrails such as automated validation, monitoring/observability improvements, and preflight checks that prevent errors before deployment.
• Partner with Growth Product to surface systemic risk, inform requirements and rollout plans, and reduce quality escapes through scalable product and platform design.
• Develop reporting and dashboards that provide visibility into error trends, severity, recurrence, time-to-resolution, and prevention effectiveness, enabling accountability and prioritization across teams.
• Identify operational friction points and recurring failure modes and drive continuous improvement efforts that increase throughput while preserving quality and compliance.

• Bachelor’s degree in Marketing Operations, Computer Science, Business, Operations or a related technical field
• 6+ years of experience in Marketing Operations, Quality Operations, Technical Operations, or a closely related operational domain.
• Demonstrated ownership of error/incident management processes, including investigation leadership and cross-functional follow-through.
• Strong technical fluency across marketing technology ecosystems, including experience operating in platforms such as Iterable and Salesforce.
• Proficiency in SQL for segmentation validation and data sanity-checking.
• HTML/CSS fluency for template troubleshooting and rendering validation.
• Demonstrated strong ability to lead critical conversations with non-technical stakeholders and translate technical issues into clear, executive-ready communication,…