Note: The job is a remote job and is open to candidates in USA. Taxwell provides tax preparation software that helps everyday Americans find credits and deductions and maximize their refunds. The company is seeking a Manager, CRM Operations to lead CRM Operations team performance and oversee end-to-end email and CRM campaign execution across its product portfolio. The role also provides hands-on Salesforce Marketing Cloud and Pardot/Account Engagement expertise, supports customer journeys and SMS enablement, and improves deliverability, data quality, automation, and operational scalability.
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
Skills
- 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
- 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
- Salesforce Marketing Cloud and/or Account Engagement certifications are a plus
Benefits
- A supportive, open, and inclusive atmosphere
- A team that values your contributions
Company Overview