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.

Requirements

Bachelor’s degree in Marketing Operations, Computer Science, Business, Operations or a related technical field.
6+ years of experience in Marketing Operations, Quality Operations, Technical Operations, or a closely related operational domain.
Demonstrated ownership of error/incident management processes, including investigation leadership and cross-functional follow-through.
Strong technical fluency across marketing technology ecosystems, including experience operating in platforms such as Iterable and Salesforce.
Proficiency in SQL for segmentation validation and data sanity-checking.
HTML/CSS fluency for template troubleshooting and rendering validation.
Demonstrated strong ability to lead critical conversations with non-technical stakeholders and clients and to translate technical issues into clear, executive-ready communication, particularly under pressure, delivering accurate information quickly.
Proven ability to drive accountability and outcomes through influence across multiple partner teams.
Proven operational agility with demonstrated ability to switch seamlessly between strategic leadership and tactical execution.

Benefits

Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
Modern life stipends: Manage your own learning and development, physical well-being, and work-from-home needs with diverse stipends.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

error managementroot cause analysisSQLHTMLCSSdata validationanomaly detectionautomated validationmonitoringquality assurance

Soft Skills

leadershipcommunicationinfluenceproblem-solvingcollaborationagilityaccountabilitycritical thinkingadaptabilitystrategic thinking