Operations

• Monitor daily journey and automation performance to ensure data volumes and configurations align with expectations.
• Act as the first point of contact for post-scheduling and production issues, coordinating fixes with technical teams.
• Conduct and document Root Cause Analyses (RCAs) for production incidents; lead monthly RCA readouts and present insights to leadership.
• Generate bi-weekly and monthly performance reports for internal business and leadership reviews.
• Validate end-to-end data flow across multiple systems (Data Cloud → SFMC → Journey Builder → Content).
• Perform daily health checks on live journeys and escalate anomalies using standardized RCA templates.
• Troubleshoot automation and data sync issues in collaboration with engineering and capability teams.
• Support AI-driven QA processes to maintain a 99% error-free KPI.
• Participate in agile sprint reviews, identifying blockers and process improvement opportunities.
• Maintain up-to-date Confluence documentation of recurring issues, resolutions, and best practices.

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