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.
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.
Manage capacity and prioritization across concurrent campaigns.
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.

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.

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform Star Learning.

Senior Manager, CRM Operations

Key skills