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
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
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
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
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
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
Excellent project management skills with ability to multi-task and work
well under pressure.
Demonstrated experience in root cause analysis of complex technology
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
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
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.
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
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-
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.