Description -

Job Summary

The Marketing Operations Specialist is the primary point of contact for operational support across our B2B marketing automation and lead management platforms. The role handles Level 1 and 2 help desk requests, performs quality assurance on campaign and platform configurations, builds standard operational workflows for data ingress and egress, and maintains operational documentation and the internal knowledge base.

The role owns service levels on the support queue, manages data integrity across lead processing, supports onboarding for external partners and internal users, and contributes testing capacity to platform migration activities. Over time the role progresses into build work on standard marketing automation processes supporting the B2B data lifecycle.

Responsibilities

• Champions the utilization and optimization of marketing architecture processes to meet the needs of local marketers

• Serve as the primary responder for the B2B Marketing Automation help desk in Adobe Workfront, handling Level 1 and 2 issues such as access and login problems, standard, custom platform configurations, and common error messages

• Perform quality assurance on campaigns, platform programs and asset setups against defined configuration standards before deployment

• Build and configure standard operational workflows for data ingress and egress, adhering to established templates and best practices

• Configure and activate business process and campaign specific workflows aligned with approved business flows and architectural standard

• Manage data requests by reflowing, reprocessing or updating platform records, ensuring correct file formats and field mapping in line with the Data Dictionary

• Execute the onboarding process for new external lead publishers, media agencies and internal users, ensuring correct platform setup and access

• Monitor daily lead rejection logs and data transmission queues, correcting data formatting errors to reprocess valid leads into the funnel, and escalating technical API and integration failures to the B2B Marketing Automation technical team

• Track and report on help desk volume, resolution times and recurring issue themes, identifying candidates for automation or knowledge base coverage

• Generate and format standard operational reports to support performance visibility for stakeholders

• Create, update and maintain data import templates via API or manual methods to keep them aligned with current business processes

• Execute UAT and regression testing during platform migration activities, validating that migrated programs, assets and data flows behave as designed

• Maintain the internal knowledge base, including FAQ documents and user guides.

• Handle lead and contact records in line with applicable privacy and data protection requirements

• Progress into build work on standard programs and workflows as capability develops, under the guidance of the Marketing Automation Architect

• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently

Education & Experience Recommended

• 4 year or graduate degree in Computer Science, Data Analytics or a related discipline, or commensurate work experience or demonstrated competence

• 2 to 4 years of hands on experience in marketing operations, marketing automation platforms, digital marketing or technical support within a B2B environment

Preferred Certifications
NA

Knowledge & Skills

• Proven experience working within an enterprise grade marketing automation platform and lead management or orchestration tools

• Familiarity with ticketing systems and working to defined service level agreements for response and resolution times

• Understanding of how to configure programs and campaign flows, including decision steps, wait steps and action triggers based on user behavior

• Experience troubleshooting lead data failures, with a working understanding of how data is ingested, validated and routed between systems

• Ability to interpret API, MAP, CRM, SaaS and iPaaS error messages and determine the necessary corrective action

• Comfortable working with structured data files and field level mapping

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"