Job Description

Core Purpose of Role

Serve as the operational leader for the customer organization, driving cross-functional alignment, execution, and accountability across marketing, digital, brand, enrollment support, and key enterprise partners including operations, finance, technology, and human resources.

Lead prioritization, workflow coordination, integrated planning, and operational governance across internal teams, cross-functional stakeholders, and external agency partners to ensure initiatives are aligned to business objectives, executed efficiently, and deliver measurable business impact.

This role requires strong strategic thinking, operational discipline, adaptability, and executive influence to synthesize competing priorities, support organizational decision-making, optimize resource allocation, and drive high-performing execution across the customer organization.

Refined Responsibility Sections

Cross-Functional Program & Project Management

Lead end-to-end coordination of digital, marketing, and customer experience initiatives from intake through execution and post-launch analysis.

Manage integrated project plans spanning digital development, creative production, customer and internal communications, call center readiness, field marketing execution, and operational implementation.

Establish timelines, milestones, dependencies, ownership, resource requirements, and risk mitigation plans.

Ensure initiatives remain aligned to enterprise priorities, operational readiness, budget expectations, and organizational capacity.

Partner closely with operations, finance, and business leaders to ensure execution feasibility and alignment to company objectives.

Executive Coordination & Operational Alignment

Serve as an operational liaison across the customer leadership organization, including the Chief Customer Officer, Chief Digital Officer, Head of Brand & Communications, Call Center & Customer Service leadership, and Field Marketing leadership.

Coordinate leadership operating rhythms including prioritization sessions, executive reviews, business updates, and cross-functional planning meetings.

Facilitate decision-making, issue resolution, escalation management, and organizational alignment across teams.

Improve visibility, accountability, and execution consistency across strategic workstreams and initiatives.

Workflow & Process Management

Develop and maintain standardized intake, prioritization, project management, and governance processes across the customer organization.

Create scalable operational frameworks that improve collaboration between creative, digital, customer service, operations, and field teams.

Identify workflow inefficiencies, resource conflicts, and execution risks early and proactively implement solutions.

Drive continuous improvement in campaign execution, delivery timelines, communication workflows, and cross-functional coordination.

Marketing Operations & Delivery Management

Oversee operational readiness and execution delivery for campaigns, launches, customer communications, and strategic initiatives.

Coordinate sequencing, dependencies, and alignment across:

• Customer and market insights
• Digital implementation
• Creative development
• Customer communications
• Field activation
• Operational readiness
• Measurement and performance tracking

Ensure all stakeholders remain aligned on priorities, deliverables, approvals, timelines, and launch readiness.

Financial & Resource Management

Lead management of marketing operational budgets, including OpEx and G&A planning, forecasting, and tracking.

Support development of business cases, investment recommendations, and resource prioritization decisions.

Coordinate budget reviews, expense committee preparation, and financial alignment across initiatives.

Monitor timelines, spend pacing, and resource allocation to ensure projects remain on track and within approved budgets.

Partner with finance and department leaders to improve planning accuracy and operational efficiency.

Agency & External Partner Management

Manage operational coordination and workflow integration with external agencies and strategic partners.

Ensure agency deliverables, timelines, budgets, and outputs align to organizational priorities and performance expectations.

Support briefing, prioritization, approvals, and ongoing relationship management across agency partners.

Qualifications

Experience

• 8–12+ years of experience in marketing operations, program management, marketing execution, or related roles within complex, matrixed organizations
• Proven success leading large-scale, cross-functional initiatives spanning marketing, digital, customer experience, and operational teams
• Experience managing integrated campaign execution or enterprise-level initiatives involving multiple stakeholders and dependencies
• Demonstrated experience working closely with senior leadership and influencing decision-making across functions
• Background in highly regulated or operationally complex industries (e.g., healthcare, financial services, insurance, etc.) preferred

Core Capabilities

• Program & Project Management Expertise
  Deep experience leading end-to-end initiative delivery, including planning, prioritization, dependency management, and execution oversight
• Operational Excellence
  Strong ability to design, implement, and scale processes, workflows, and governance models that improve efficiency and execution quality
• Cross-Functional Leadership & Influence
  Proven ability to align diverse stakeholders, navigate competing priorities, and drive outcomes without direct authority
• Strategic Thinking & Execution Balance
  Ability to connect business strategy to execution plans and ensure delivery against measurable objectives
• Decision Support & Problem Solving
  Skilled at synthesizing information, identifying risks, resolving issues, and enabling timely, informed decision-making

Financial & Business Acumen

• Experience managing budgets, forecasts, and resource allocation within marketing or operational environments
• Ability to support business case development, prioritization tradeoffs, and investment decisions
• Strong understanding of how operational execution impacts business performance and outcomes

Tools & Technical Skills

• Proficiency with project and workflow management tools (e.g., Workfront, Asana, Jira, Smartsheet, Monday.com)
• Experience working with digital, marketing automation, and/or CRM platforms (e.g., Adobe, Salesforce, etc.)
• Strong data literacy with ability to interpret performance metrics and apply insights to improve execution
• Advanced skills in PowerPoint and Excel for planning, tracking, and executive communication

Leadership & Ways of Working

• Highly organized, detail-oriented, and able to manage multiple priorities in fast-paced environments
• Strong communication and facilitation skills, with the ability to drive clarity and alignment across teams
• Comfortable operating with ambiguity and adapting to changing business needs and priorities
• Collaborative mindset with a focus on accountability, transparency, and continuous improvement

Education

• Bachelor’s degree in Marketing, Business, Communications, or related field required
• MBA or relevant advanced degree preferred

Compensation and Benefits:

• Compensation based on position, education and experience. Bi-weekly paid.
  • $140-167,000 base salary.
  • This position is also eligible for our Support Central bonus program which is based on annual achievement of company performance.
• Health and Wellness Benefits
  • Employees are eligible for a variety of health and welfare benefits based on their Full-time or Part-time status on their date of hire, which include medical, dental, vision, healthcare & dependent care flexible spending accounts (FSAs), life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance and identity theft protection.
  • Employees are eligible to participate in our 401(k) retirement plan after 30 days of employment. Participating employees are also eligible to receive a company provided match on their elective deferrals once they reach 1 year of employment with the company.
• Employee perks/discounts
  • Education assistance including tuition reimbursement
  • Childcare discount available to all employees
  • Corporate partner Discounts
• This position is eligible for paid time off. All Corporate employees are enrolled in our Flexible Paid Time Off (PTO) plan. This plan allows for flexibility and discretion between employees and managers in taking time off - with no set accrual for vacation or sick time. Employees can use Flexible PTO for any reason and is compliant with the Colorado Healthy Families Work Act.
• Applications accepted through 6/30/26.