Operations Manager, Hello Heart

• If you thrive on structure, process, automation, and execution, and love being the operational backbone that helps lifecycle marketing run at scale, this role is for you
• 5+ years of marketing operations or campaign execution experience, ideally in a high-volume or regulated environment
• Deep hands-on expertise with Iterable (required): proven ability to build campaigns, journeys, audiences, segmentation, and dynamic targeting with strong QA discipline
• Experience with operational execution for direct mail and/or phone outreach workflows, including vendor coordination
• Demonstrated experience executing lifecycle programs across the following channels: email, SMS, push notifications, and in-app messaging
• Strong comfort with tools and data: audience segmentation logic, list generation, tracking/measurement setup, and working with partners like Data/Engineering to resolve data gaps
• Proven ability to create and maintain operational workflows, QA processes, and documentation
• Strong project management skills; able to juggle multiple timelines and stakeholders at once

Desirable

• We’re looking for a hands-on, detail-oriented Lifecycle Marketing, Operations Manager to help scale and streamline our lifecycle engine
• You’ll be responsible for building and maintaining the systems, tools, and workflows that power our lifecycle programs
• This role focuses on operational execution excellence and infrastructure. You’ll be the team’s Iterable ninja
• Reporting to our Senior Manager, Lifecycle Marketing, you’ll work closely with Lifecycle Marketing, Creative, Analytics, Product, Engineering, Data, and Customer Success to ensure campaigns are delivered accurately, efficiently, and compliantly
• This role executes against a shared lifecycle roadmap defined by our lifecycle strategists
• From building journeys and audiences in Iterable to managing QA and execution processes, your work will ensure we deliver a seamless experience to members
• This role operates at the execution and infrastructure layer of Lifecycle Marketing, enabling strategic leaders to focus on growth, retention, and launch excellence
• Lead lifecycle campaign operations in Iterable end-to-end: build and launch campaigns, journeys/workflows, triggers, templates, and personalization across email, SMS, and push notifications
• Build and manage audiences based on defined segmentation frameworks, targeting strategies, suppressions, dynamic lists, and audience refresh processes, ensuring precise execution of the established lifecycle strategy, ensuring the right message reaches the right member at the right time
• Execute campaigns from setup → QA → launch → monitoring, ensuring precision and consistency at high volume across email, SMS, and push
• Manage and evolve QA processes to ensure flawless execution (rendering/testing, link checks, targeting validation, tracking, and compliance review)
• Implement process improvements and automation to reduce manual work and increase execution speed (including leveraging AI solutions or scripts when helpful)
• Ensure proper setup and governance of marketing tools and workflows (Iterable as primary; plus coordination with tools like Salesforce and Asana as needed)
• Maintain lifecycle data infrastructure: audience list generation protocols, segmentation standards, and documentation to support scalable execution and reliable measurement
• Partner cross-functionally to align campaign execution with defined lifecycle priorities, stakeholder requirements, data dependencies, and compliance standards
• Operationalize structured experimentation, including A/B tests and holdouts, based on defined testing strategies and measurement frameworks, so the team can learn and iterate quickly
• Execute lifecycle initiatives across the lifecycle function, ensuring operational excellence without strategic ownership of prioritization or roadmap decisions
• Support operational workflows for additional channels like direct mail and phone outreach programs (e.g., list creation/formatting, vendor coordination, timeline management, QA)