Operations Lead

The Operations Lead will lead the technical implementation and quality assurance of omnichannel campaigns across various channels using Adobe Experience Cloud tools.  Candidates will orchestrate resolving issues and ensure smooth operations. 
 
This role will lead application support and act as a primary liaison with Architecture, Engineering, Program Management, ScrumMaster(s) and Marketing as required.
 
This role will display an understanding of Adobe Experience Platform through ensuring that the stack and all data and applications are functioning optimally.  This includes evaluating technology implementation, data, change management, marketing automation through the lens of Client marketing and business strategy. This role will have the opportunity to work across different industries as required (Healthcare, Pharmaceutical, etc.) and with subject matter experts from both Merkle and Dentsu networks to develop repeatable and scalable ways of working for other practice areas.

Job Description:

This is a hybrid position where you must be in office 2-3 days a week in Plainsboro New Jersey.

Successful candidates for this role display the following:

• Results-Driven – you are focused on measurable outcomes and ensure measurements are in place to extract value from changes you've made
• AI/Innovative – you have experience putting into place modern ideas / solutions that have scaled across your client, inclusive of AI Agents or other utilities that impact a bottom line
• Value-Focused - you have served in prior roles where you were responsible for identifying/prioritizing inefficiencies and then putting into place different process(es) to drive measurable and meaningful change across digital marketing and experience supply chain
• Solutioning & Storytelling – you arrive with an opinion, refer to your experience and tell a compelling story adjusting to your audience
• Proactiveness - you are a self-starter, you identify a need/gap and fill it, while you also know when to seek coaching and support.
• Attention to Detail - you pay attention to details, are thorough and elaborate. You take ownership of your work and can contribute to the completion of thorough and polished deliverables.
• Curiosity - you are sincerely interested in marketing and technology. You are a student of successful strategies and an observer of new tactics or emerging technologies.
• Adaptability – you can adjust to the changing needs of a client/project and their varying priorities.

Key Responsibilities

• Field inquiries, conduct root cause analysis (RCA) with Architect SMEs, and document findings for incident remediation
• Adhere to delivery processes, including incident management protocols
• Manage issue resolution and RCA process - minimizing impact on engineering resources
• Serve as primary contact to complete shadow testing during US hours as required
• Work to drive operational efficiencies and process improvements across the program
• Drive campaign performance and enhance customer engagement through execution and QA.
• Govern audience segmentation in Adobe Customer Data Platform (CDP) for better and best practices.
• Monitor and continually evaluate performance of customer journeys in Adobe Journey Optimizer (AJO) for optimized performance.
• Optimize resource allocation across projects and prioritize team capacity against business value
• Ensure compliance with organizational policies, security requirements, and data governance standards
• Participates in retrospectives to ensure learnings are adopted
• Conduct periodic reviews of existing implementations and recommend improvements
• Develop, manage, and present operational metrics; streamline reporting to eliminate redundancy from status reports
• Configure and maintain Workfront Fusion scenarios to automate workflows between the platform, project management, and business systems
• Design and implement data synchronization processes using Workfront Fusion to maintain alignment across tools
• Monitor and optimize Fusion scenario performance and error handling
• Maintains requirement traceability matrices linking business needs to delivered solutions
• Adhere to established delivery processes and documentation standards
• Participate in sprint ceremonies including backlog refinement, planning, and retrospectives as required
• Identify and address process inefficiencies
• Make independent decisions within scope of authority
• Evaluate team composition and propose updates based on skills assessment and program needs (including onboarding/offboarding recommendations)

Qualifications

• 5+ years experience serving in a digital marketing – operations type role where you were responsible for finding and driving changes in ways of working
• 3-5+ years of experience implementing and building omnichannel experiences through Adobe Experience Platform (RT CDP, AJO, Target, CJA, Workfront)
• Familiarity with Salesforce Data Cloud, AI agents, Adobe AEP, AI tools is a plus
• Strong facilitation and coaching skills to guide teams effectively.
• Ability to identify and resolve impediments promptly.
• Experience in identifying and putting into action continuous improvement within teams.
• Experience with work management tools (JIRA, Confluence, Workfront, and/or other similar requirements or ticketing systems)
• Mastery of communication and presentation skills
• Sense of urgency and can-do attitude

At dentsu, we believe great work happens when we're connected. Our way of working combines flexibility with in-person collaboration to spark ideas and strengthen our teams. Employees who live within a commutable distance of one of our hub offices, currently located in Chicago, metro Detroit, Los Angeles, and New York City, are required and expected to work from the office three days per week (two days per week for employees based in Los Angeles). Dentsu may designate other Hub offices at any time. Those who live outside a commutable range may be designated as remote, depending on the role and business needs. Regardless of your work location, we expect our employees to be flexible to meet the needs of our Company and clients, which may include attendance in an office.

The annual salary range for this position is $94,000 - $152,375. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.

Benefits available with this position include:

• Medical, vision, and dental insurance,
• Life insurance,
• Short-term and long-term disability insurance,
• 401k,
• Flexible paid time off,
• At least 15 paid holidays per year,
• Paid sick and safe leave, and
• Paid parental leave.

Dentsu also complies with applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies. For further details regarding Dentsu benefits, please visit www.dentsubenefitsplus.com.

#LI-hybrid #LI-JH2

Location:

USA - Remote - New Jersey

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent