Email Delivery Manager, SFMC (Pharma)

Job Overview: The internal title for this role is Technical Services Delivery Manager. The TSDM facilitates the delivery of technical solutions, assets, platforms, and other digital assets in support of our client’s digital marketing activities and goals. Ideal candidates should possess a blend of technical expertise, project management skills, cross-departmental communication, critical thinking, and leadership abilities to effectively manage and coordinate the delivery of technical services to meet client requirements and expectations. This role is open to remote candidates based in the U.S., with a requirement to work Eastern Time (ET) hours.

Responsibilities

Oversee the end-to-end delivery of technical services and products, including solution design, implementation, testing, and ongoing support; Plan, organize, and prioritize the delivery of technical products within projects, managing allocated resources effectively while maintaining project timelines and deliverables; Create and maintain Technical Briefs for technical projects in support of set project management requirements; Monitor technical project progress, track key milestones, and proactively identify and address any issues or risks; Manage product launches, including coordination, communication, issue tracking, and quality assurance; Act as an advocate for a team of technical professionals, providing leadership, guidance, coaching, and general support; Set clear goals and expectations for the team and provide ongoing coaching and feedback; Foster a culture of collaboration, accountability, and continuous improvement within the technical services team; Lead daily technical team stand-ups, including record-keeping and facilitation of issue resolutions; Conduct and/or participate in Sprint Reviews, Post-Mortems, and Retrospectives; Act as cross-departmental liaison to foster collaboration and communication across internal teams; Engage with internal and external stakeholders to communicate technical project statuses, escalate issues, and solicit feedback; Coordinate with internal teams and external partners/vendors to ensure availability of required resources; Coordinate meetings with external technical teams; Build and maintain strong relationships with clients, acting as the primary point of contact for technical service delivery; Serve as escalation point for complex technical issues; Operate and maintain client partner agency-facing service desks; Manage technical documentation and knowledge infrastructure; Establish service quality standards and metrics to measure performance; Monitor KPIs related to technical service delivery, analyze performance data, and prepare regular reports; Identify and mitigate risks associated with technical service delivery; Conduct regular reviews and assessments to identify process improvement opportunities; Drive continuous improvement initiatives; Lead and facilitate technical process optimizations; Stay abreast of emerging technologies and industry trends

Requirements

Experience working with Salesforce Marketing Cloud (SFMC); Experience using Adobe Workfront or similar project management tools; Experience working in an agency or managed services environment; Experience supporting pharma clients or brands, with an understanding of regulated workflows; Bachelor's degree in computer science, engineering, or a related field; Proven experience (5 years) in technical service delivery or product management roles; Strong technical background with expertise in areas such as CRM, CMS, Web Development, Email Automation, Privacy Software, Consent Management, Analytics, Scriptwriting, Adobe Experience Platform, and Google Marketing Platforms; Demonstrated leadership skills, with the ability to inspire and motivate teams to achieve goals and deliver results; Excellent communication, interpersonal, and negotiation skills, with the ability to build rapport and trust with clients, partner agencies, and other key stakeholders; Solid understanding of program management principles and methodologies, with experience in Agile and Waterfall project management methodologies; Proficiency in project management tools and software, such as Atlassian (Jira, Confluence, Trello, etc.), Adobe Workfront, Smartsheets, Workamajig, and/or other task management programs; Analytical mindset with strong problem-solving and decision-making abilities, capable of effectively identifying and addressing complex issues; Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and adapting to changing requirements and deadlines

Nice to have

Digital marketing industry experience; PMP certification; ITIL certification; Agile/Scrum methodologies and tools; SCRUM certifications

Benefits

Medical, Dental & Vision Insurance; 401K plan with generous match and immediate vesting; Parental Leave; Professional Development annual budget; Flexible time off; Life insurance; LTD; Robust employee assistance program; Discretionary bonus program