Senior Operations Manager

Epsilon
February 23, 2024
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Offerd Salary:Negotiation
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Contract Type:Other
Working Time:Negotigation
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Job Description

The Senior Operations Manager will lead a cross-functional team in the day-to- day operational management of real-time, high-volume, multi-channel marketing solutions. The Senior Operations Manager will be responsible for ensuring operational excellence and the continuous improvement of operations on one or more accounts, developing, and implementing operational processes, tools, and deliverables to provide high quality and on-time completion of client deliverables per contractual obligations which include but are not limited to file processing (inputs and outputs, scheduled and ad hoc), issue management, and SLA compliance. The Senior Operations Manager is the primary contact for critical issue management and resolution as well as an account's operational activities.

A major factor in the ability to grow Epsilon's business with an existing customer is the consistent, flawless execution and delivery of daily processes and deliverables, making the Senior Operations Manager position a key contributor to Epsilon's growth strategy.

The ideal candidate:

  • Up-to-date knowledge of Digital Solutions Landscape with enterprise-scale solution delivery experience in Marketing Technology (Loyalty / CRM / Email / Marketing Ops)
  • A unique blend of business and technical savvy; ability to partner with the client executive and other contributors including architects, developers, product owners and infrastructure administrators to define a big picture vision and roadmap to achieve operational excellence, and the delivery know-how to make the vision a reality.
  • Operational Management background with enterprise-level IT solutions
  • Responsibilities:

  • Accountable for Platform operations excellence; provide day-to-day leadership to operational teams, lead the continuous improvement across people, processes, and technology to reduce manual work, increase delivery predictability, improve quality, increase client satisfaction, measure, and report on the operational health of the account to internal and external stakeholders.
  • Act as a primary delivery client contact for to provide proactive and consistent communication around Platform operations.
  • Owns and drives incident management engaging appropriate resources as needed to drive resolution.
  • Manage team structure, role responsibilities, and role assignments in partnership with Platform Owner.
  • Proactively lead initiatives to innovate, develop and implement best practices, standards, and methodologies in support of end-to-end in support of execution and operational excellence.
  • Proactively works to improve delivery quality, repeatability, and on-time delivery of projects. Drive requirements for improvements and enhancements in support of execution and operational excellence.
  • Actively manage day-to-day aspects of running the platform operations for the client. This Team will include developers and analysts who run, support, monitor, and enhance the platform for marketing efforts.
  • Ensures Platform is kept up to date with patching schedules, vulnerability checks and system audits.
  • Manages all operational metrics and KPIs and ensures they are captured, tracked, and reported upon in accordance with client SLA commitments and contractual obligations.
  • Own solution documentation, including core system documentation and operational escalation processes, ensuring accuracy and completeness.
  • Escalate critical client issues to leadership to ensure timely resolution.
  • Act as a mentor and coach to both client and internal Epsilon Delivery teams as needed.
  • Oversee and implement continual operational excellence initiatives; both corporate-driven as well as account-based
  • Required experience:

  • 9+ years of service delivery experience in implementing and maintaining real-time, high-volume transactional systems, leading a high performing, globally distributed delivery teams.
  • Operations management experience in Marketing Technology space (Loyalty/CRM/Email/Marketing Ops)
  • Excellent project management skills with ability to multi-task and work well under pressure.
  • Demonstrated experience in root cause analysis of complex technology solutions.
  • Demonstrated experience in the definition and implementation of tools and processes to improve platform operations.
  • Strong team player with service-oriented attitude toward external and internal audiences
  • Infrastructure and systems development project life cycle experience including, but not limited to requirements gathering, writing functional specifications, working w/technical developers to clearly convey the business requirements, testing/sign-off, and post implementation support.
  • Strong experience in engagements that span tracks of work including User Experience, Technology, Project Management, Business Analysis, Systems Integration, Migration, and Infrastructure
  • Mature understanding of the services industry and role of operations in driving P&L improvements
  • Excellent people management skills within a highly matrixed and geographically dispersed team
  • Experience leading key initiatives against strict timeline and multiple priorities.
  • Experience working in a consultative manner with clients and serving as a key advisor and partner.
  • Strong executive presence, demonstrated history of working with clients or internal business partners at the executive level (e.g. VP, SVP, CXO)
  • Ability to gain knowledge related to the clients' industry, and the current business environment and incorporate this knowledge into the overall solution and operational processes.
  • Additional Information

    About Epsilon

    Epsilon is a global advertising and marketing technology company positioned at the center of Publicis Groupe. Epsilon accelerates clients' ability to harness the power of their first-party data to activate campaigns across channels and devices, with an unparalleled ability to prove outcomes. The company's industry-leading technology connects advertisers with consumers to drive performance while respecting and protecting consumer privacy. Epsilon's people-based identity graph allows brands, agencies and publishers to reach real people, not cookies or devices, across the open web. For more information, visit epsilon.com.

    When you're one of us, you get to run with the best. For decades, we've been helping marketers from the world's top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon's best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. Check out a few of these resources to learn more about what makes Epsilon so EPIC:

  • Our Culture : https: // www. epsilon.com/us/about-us/our-culture-epsilon
  • Life at Epsilon : https: // www. epsilon.com/us/about-us/epic-blog
  • DE &I: https: // www. epsilon.com/us/about-us/diversity-equity-inclusion
  • CSR : https: // www. epsilon.com/us/about-us/corporate-social- responsibility
  • Great People Deserve Great Benefits

    We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.

    Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories. Epsilon will provide accommodations to applicants needing accommodations to complete the application process.

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