Director, Messaging Operations

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Job Title: Director, Messaging Operations Role Overview: Role Overview The Director of Messaging Operations is responsible for leading the execution and optimization of omni‑channel customer messaging across email, mobile, SMS, and Windows/in‑product channels. This role partners in defining and operationalizing the CRM platform strategy-ensuring the platform ecosystem, data integrations, and execution capabilities evolve to support scalable, personalized, and measurable customer engagement. As the leader of Customer Journey Operations, you will manage a high performing execution team responsible for building, testing, deploying, and continuously optimizing customer journeys. You will partner closely with the Direct Acquisition and Retention & Engagement CRM team to translate strategy into reliable, measurable customer experiences. This role sits within the Marketing Operations & Enablement team and is critical to ensuring the organization can execute sophisticated, personalized, cross channel journeys at scale while maintaining strong governance, platform health, and operational efficiency. This is a Hybrid position located in our Frisco, TX office. We value in-office collaboration and meaningful interactions, so expect that you will be able to be in the office on a regular basis according to team needs. When you are not working on-site, you will be working from your home office. We are only considering candidates within a commutable distance to the New York, NY office or the Frisco, TX office and are not offering relocation assistance at this time Responsibilities CRM Platform Strategy & Enablement Partner with CRM, MarTech , Product, and Data teams to define and evolve the CRM platform strategy and roadmap , aligning capabilities to lifecycle marketing and business priorities. Translate CRM strategy into platform capabilities, execution frameworks, and scalable operating models . Drive prioritization of platform enhancements, integrations, and feature adoption to enable advanced personalization, orchestration, and measurement. Ensure CRM platforms are configured and optimized to support audience activation, journey orchestration, and real ‑ time messaging use cases . Establish and maintain execution standards, data requirements, and architectural best practices across CRM and messaging platforms. Partner with Engineering and Data teams to ensure seamless data flows, event integrity, and audience availability for activation. Evaluate platform performance and identify opportunities to simplify, consolidate , or scale the messaging ecosystem . Contribute to vendor strategy, platform governance, and capability assessment to ensure long ‑ term scalability and cost efficiency. Define and enforce governance related to frequency caps, suppression logic, testing standards, and compliance requirements. Lead triage and resolution for execution issues, incidents, and campaign risks. Omni ‑ Channel Journey Execution Translate marketing strategy and journey designs into scalable, repeatable execution within CRM and messaging platforms. Own end ‑ to ‑ end execution of customer messaging journeys across email, mobile push, SMS, and Windows/ in ‑ product messaging . Ensure accurate configuration and deployment of campaigns, triggers, decision splits, timing, and frequency management. Oversee real ‑ time and scheduled communications supporting acquisition, onboarding, engagement, retention, and monetization use cases. Support experimentation and test ‑ and ‑ learn initiatives through reliable journey execution and measurement. Team Leadership & Operations Lead, develop, and scale a team of Platform Specialists and developers responsible for campaign execution. Establish clear roles, operating workflows , and execution standards to enable high ‑ quality , on ‑ time delivery. Drive operational excellence through documented processes, SLAs, QA frameworks, and release management practices. Coach team members on platform capabilities, journey best practices, and evolving channel requirements. Measurement & Continuous Improvement Own operational performance metrics such as delivery health, execution accuracy, defect rates, and speed ‑ to ‑ market . Identify opportunities to improve scale, automation, personalization coverage, and cross ‑ channel orchestration. Drive continuous improvements in execution workflows, tooling, and team capabilities to support future ‑ state journey maturity. Qualifications & Experience 1 0 + years of experience in CRM, lifecycle, or customer journey operations within a complex omni ‑ channel marketing environment. Proven experience leading teams responsible for email, mobile, SMS, and in ‑ product messaging execution . Deep expertise in CRM and messaging platforms, journey orchestration, and automation concepts . Experience with Braze CRM a plus. Strong operational mindset with experience building scalable processes, governance models, and QA frameworks. Demonstra