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VP of Loyalty Operations

Company: PR/Marketing /Advertising, Woburn, MA
Location: Woburn
Posted on: April 18, 2019

Job Description:

We are looking for an experienced senior delivery and operations leader who brings outstanding managerial, technical and hands-on capabilities to transform a global team. The ideal candidate: Has up-to-date knowledge of Digital Solutions Landscape with enterprise-scale solution operations experience in Marketing Technology (Loyalty experience is a plus) Has full scope of manage service delivery experience (including enhancements) delivering enterprise-level cloud solutions. Has global distributed team management experience. Does more with less using automation, technologies and tools (key focus on cost of delivery of service) Focuses on continuous improvement to constantly increase quality of service. Has an engineering and DevOps mindset. Understands Infrastructure operations mgmt. in addition to software ops management; Understands information security practices Responsibilities: Accountable for meeting customer facing SLAs. Accountable for partnering with client services team to understand and reflect customer’s real expectations as SLAs Accountable for Operational reporting Accountable for putting the spotlight on every problem that impacts SLAs Create and mandate a well-defined problem management and incident resolution process with clear documentation. Ensure creation of RCAs and articulation how a similar incident will be prevented in the future. Run a well-documented, well-oiled operation. Accountable for creating a robust knowledgebase. Create a culture of continuous improvement. Influence and inspire teams to collaborate effectively and promote a service mindset for clients Responsible for overseeing and implementing continual delivery excellence initiatives; both corporate driven as well as account based. Manage a cross-culture, cross-geo matrixed team, accountable for career development and performance improvements Willingness to travel globally up to 40% Required experience: 18+ years of service delivery experience in maintaining real-time, high-volume transactional systems, leading a high performing, globally distributed delivery teams. Delivery Management experience in Marketing Technology space (Loyalty/CRM/Email/Marketing Ops) Matured understanding of the services industry and role of global delivery in driving P&L improvements Excellent people management skills, ability to develop and motivate diverse teams. Should have directly managed a global team of 100+ associates Experience leading key initiatives against strict timeline and multiple priorities Experience working in a consultative manner 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) Education/Certifications Bachelor’s degree 

Keywords: PR/Marketing /Advertising, Woburn, MA, Boston , VP of Loyalty Operations, Executive , Woburn, Massachusetts

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