Hinge Health

Marketing Operations

• 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 interdepartmental 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.
• 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 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.
• 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.
• Identify operational friction points and recurring failure modes and drive continuous improvement efforts that increase throughput while preserving quality and compliance.

Growth Marketing Operations Manager