Position Summary
Taxwell is seeking a Manager, CRM Operations to lead email and CRM campaign operations across TaxAct Consumer, SMB, Drake, TAP, and 1040.com. This role combines people leadership, hands-on campaign execution, and CRM platform expertise to ensure high-quality, timely, and effective customer communications.
The ideal candidate has deep experience with Salesforce Marketing Cloud (SFMC), Pardot/Account Engagement, email marketing operations, customer journeys, deliverability, and data management. This individual will lead the CRM Operations team while remaining hands-on when needed, particularly during high-volume periods, complex deployments, and critical business initiatives.
The Manager will also serve as a key CRM technology resource, helping optimize our existing capabilities, establish SMS functionality, improve operational processes, and identify opportunities to increase efficiency and scalability.
Essential Duties & Responsibilities
• Lead and develop the CRM Operations team, ensuring strong execution, accountability, knowledge sharing, and continued team growth.
• Oversee end-to-end email campaign execution, including builds, QA, testing, final deployments, and post-launch validation.
• Remain hands-on with email development, QA, deployments, and troubleshooting, particularly during high-volume periods and critical initiatives.
• Serve as a key administrator and subject matter expert for Salesforce Marketing Cloud (SFMC) and Pardot/Account Engagement, providing technical guidance and troubleshooting across the CRM technology stack.
• Architect, build, and optimize customer journeys and automated programs, including dynamic and personalized communications using HTML, AMPscript, SQL, segmentation, and automation.
• Lead the setup and enablement of SMS capabilities, including platform configuration, data and audience requirements, testing, QA, and operational readiness.
• Monitor and optimize deliverability (IP reputation and warming, SPF/DKIM/DMAR authentication, and seed-list inbox testing), subscriber health, audience quality, data integrity, and campaign performance, proactively addressing risks and issues.
• Establish and maintain strong QA standards, workflows, documentation, and operational best practices to ensure accurate and timely campaign execution.
• Identify and implement opportunities for process improvement, automation, and AI-assisted solutions that reduce manual effort and improve scalability.
• Provide CRM platform expertise and recommendations for broader business and technology initiatives, partnering with key stakeholders to solve technical and operational challenges.
Education & Experience
• Bachelor's degree in Marketing, Communications, Technology, or related field, or equivalent relevant experience.
• 7+ years of experience in CRM, email marketing, or marketing operations, with significant hands-on experience in email campaign execution and development.
• 3+ years of experience leading and developing teams, preferably within CRM, lifecycle marketing, or marketing operations.
• Strong hands-on experience with Salesforce Marketing Cloud (SFMC), including Email Studio, Journey Builder, Automation Studio, Contact Builder, and related capabilities.
• Experience with Pardot/Account Engagement, particularly supporting B2B campaign execution and automation.
• Hands-on experience architecting and implementing complex customer journeys and automated programs.
• Experience with or knowledge of SMS implementation and execution, preferably within the Salesforce ecosystem.
• Proficiency in HTML, AMPscript, SQL, personalization, data extensions, and automated workflows.
• Strong understanding of email deliverability, segmentation, subscriber management, QA, testing, and data quality best practices.
• Demonstrated ability to balance people leadership, hands-on execution, and technical problem-solving in a fast-paced environment.
• Strong organizational and analytical skills with the ability to manage multiple priorities and translate insights into actionable recommendations.
• Salesforce Marketing Cloud and/or Account Engagement certifications are a plus.
Key Competencies
• People Leadership - Builds and develops a high-performing team through clear expectations, coaching, accountability, and hands-on support when needed.
• Execution Excellence - Maintains a high standard for campaign accuracy, QA, timeliness, and reliability while effectively managing competing priorities.
• Technical & Operational Expertise - Brings strong knowledge of SFMC, Pardot/Account Engagement, email operations, customer journeys, data, and CRM technology to both day-to-day execution and broader initiatives.
• Problem Solving - Proactively identifies and resolves campaign, platform, data, and process issues while considering both immediate needs and longer-term solutions.
• Continuous Improvement - Identifies practical opportunities to improve workflows, automation, scalability, and team effectiveness, including appropriate use of AI-assisted solutions.
• Communication & Collaboration - Communicates effectively across marketing, technology, analytics, and business teams and can translate technical concepts and requirements for different audiences.
• Ownership & Adaptability - Demonstrates accountability, sound judgment, and the ability to shift between leadership, strategic priorities, and hands-on execution as business needs evolve.