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Marketing Operations Manager - Hybrid Role (Monday- Wednesday in Office)
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.
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.
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.
Benefits
- Employee discount up to 50% at our stores (plus coupons!)
- Bonus Pay based on Company performance
- Promotion from within culture
- Flexibility to meet your needs with Paid Time Off & hybrid work arrangement
- 401k savings plan
- Health, dental, vision & disability plans
- Health & flexible savings accounts
