Experience Delivery & Operations Service Director

The core mission of orchestrating experiences beyond traditional marketing is at the heart of our commitment to clients. As the Experience Delivery & Operations Service Director, you will be instrumental in the implementation and activation of transformative experiences and cutting-edge technologies, including Adobe AEP (RT CDP, AJO, CJA), Salesforce Data Cloud, Blueconic, Tealium, and other Experience Orchestration Data platforms. In this leadership role, you will oversee teams responsible for the implementation of these technologies, ensuring client satisfaction, managing roadmaps, driving innovation and use cases, and guaranteeing project delivery—on time, on budget, and of top quality. Your role extends to resourcing, onboarding, managing, and allocating various resources, such as Project Managers, Developers, QA, Designers, etc.

Responsibilities:

1. Team Management:
   • Oversee day-to-day management of teams within experience delivery and builds.
2. Client Collaboration:
   • Lead collaboration with client stakeholders to identify and resolve problems, manage escalations, and create solutions to meet commitments and deadlines.
3. Project Implementation:
   • Manage the implementation of projects, ensuring timely delivery, within budget, and meeting quality standards.
4. Resource Management:
   • Assist in hiring, coaching, and developing a team of technical Project Managers, Business Analysts, and Developers to achieve strategic business goals.
5. Project Leadership:
   • Participate in and lead project teams (8-10 people) in implementation and development projects.
6. Execution Oversight:
   • Oversee delivery execution, testing, lead troubleshooting of any significant challenges, and ensure contingency planning.
7. Operational Management:
   • Manage day-to-day operations and lead engagements.

Qualifications / Requirements:

• Previous Agency Experience:
  • Strong background in agency operations.
• Adobe AEP Expertise:
  • Robust knowledge and practical experience with Adobe AEP. Experience with other Experience and Personalization enterprise platforms is a significant advantage.
• Experience in Team Leadership:
  • Proven experience leading development and implementation teams for Email, SMS, Push, and Web channels. This includes building integration layers, mobile apps, activating SDKs, and handling MAP/ESP modernizations and cloud migrations for both B2B and B2C clients.
• Marketing and Sales Platforms:
  • Understanding of tools like Adobe Target, Analytics, Audience Manager, and Salesforce Marketing and Sales Cloud capabilities, with a preference for experience in advanced targeting/personalization and multi-variate testing.
• Methodology Flexibility:
  • Knowledge and experience with both Agile and Waterfall methods and flexibility to work with both as needed.
• Global Initiative Experience:
  • Proven experience initiating and executing strategic initiatives in a global environment.
• Passion for Operations and People Management:
  • Demonstrated passion for operations and people management.

If you are a seasoned professional with a passion for orchestrating transformative experiences, driving innovation, and leading high-performing teams, we invite you to join us in delivering exceptional results for our clients.