Manager, Marketing Campaign Operations

This role is based in the US and reports to the Director of Marketing Campaign Operations

What You'll Do

Center of Excellence (COE) Leadership & Team Management

• Lead and manage globally distributed team of Marketing Automation Specialists, in partnership with an on-site lead
• Set clear, measurable expectations for performance, quality, and delivery - and hold the team accountable to them consistently
• Build structured onboarding and role-specific training that gets new team members producing quality work quickly
• Partner with the site lead to manage day-to-day operations, escalations, and resourcing across time zones

Operational Frameworks & Process Design

• Own the operating model for the COE: intake processes, prioritization logic, SLAs, handoff protocols, and escalation paths
• Assign out all work to the team via our PMO system based on bandwidth, area of expertise, and urgency
• Build and enforce QA checkpoints and review standards for all campaign deliverables before anything goes out the door
• Develop playbooks and training documentation that encode best practices and enable consistent execution regardless of who's doing the work
• Continuously audit and improve processes to increase throughput, reduce error rates, and eliminate rework

Quality & Performance Management

• Define, track, and report on COE performance metrics: output volume, SLA adherence, error rates, rework frequency, and stakeholder satisfaction
• Conduct regular QA audits and retrospectives to identify recurring failure points and drive systematic fixes
• Report clearly and regularly to the Director, Campaign Operations on team health, capacity, output quality, and risks

Individual Contributor Projects

• Independently own, drive and execute select marketing operations projects end-to-end, including campaign builds, process improvements, and high-stakes work that requires senior-level expertise
• Model the quality standards and execution practices you expect from the team by demonstrating them in your own work
• Lead audience segmentation strategy, working with Global Growth Marketing along with the COE to ensure the right messages are reaching the right people with consistency and precision
• Manage your own priorities effectively without letting IC responsibilities and team leadership obligations conflict

Stakeholder Management

• Serve as the primary operational interface between the COE and US-based campaign managers, demand leads, and other stakeholders
• Manage intake volume and capacity transparently.Set realistic expectations, flag constraints early, and escalate conflicts before they become delivery failures
• Translate loosely defined campaign requests into clear, structured briefs the COE team can execute without ambiguity or back-and-forth

Team Leadership 

• Lead, develop, and grow a team of marketing professionals; provide coaching and direction within established company policies.
• Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities 
• Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, and ownership
• Other duties as assigned

What You'll Bring

• 8+ years of experience in marketing operations or marketing automation in a B2B SaaS environment, including 2+ years managing or leading a team
• Expert-level Marketo knowledge across program architecture, smart lists, lead scoring, tokens, and campaign execution best practices; Marketo Certified Expert (MCE) strongly preferred
• Solid working knowledge of Salesforce CRM, including campaign management, lead lifecycle, and reporting
• A track record of building operational infrastructure that enables teams to deliver high-quality work at sustained volume
• Exceptional attention to detail; you catch errors before they ship and build systems that catch them before they reach you
• Familiarity with Zoom Events, Salesloft, or comparable marketing tools
• Direct, clear communication style with the confidence to push back, escalate, and hold the line on quality and process
• Working knowledge of HTML/CSS, with the ability to troubleshoot and edit email and landing page code as needed

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.