Marketing Operations Manager
Integrated Resources, Inc ( IRI ), Cambridge, MA, United States
Job Title: Data and Reports Specialist/Omnichannel Operations Lead
Location: Cambridge, MA (100% Remote)
Duration: 9 Months+ Possible Extension
Summary & Purpose of the Position:
To serve as the operational owner of both the "Marketing Technology" (MarTech) ecosystem and the "Service Tech" ecosystem that supports Patient Support Programs (PSP) and Case Management.
This role ensures that brand strategies are translated into flawless technical execution across Email, Web, and SMS channels.
Simultaneously, this role separates "care" from "promotion" by owning the specialized CRM stack required to support patients on therapy.
The lead ensures that Case Managers have functional, compliant systems and that adherence communications are delivered reliably and securely.
Additionally, this role owns the "NA Preference Center" operations, ensuring consent and privacy rules are enforced globally across all marketing touchpoints.
Main Responsibilities & Technical Competencies: 1. Platform & Stack Ownership
Manage and optimize the marketing technology stack, specifically Salesforce Marketing Cloud (SFMC), Google Analytics, and Brand CMS platforms.
Act as the product owner for the Patient Services CRM (e.g., Salesforce Health Cloud), managing case management workflows, fields, and page layouts.
Oversee the technical operations of brand websites, ensuring agreed SLA uptime and fast load speeds.
Ensure the CRM and telephony integrations are available and performant for the Hub team every day.
Monitor data flows between websites, SFMC, and data systems to maintain a 360-degree view of the HCP/Patient.
2. Campaign & Journey Execution
Take responsibility for the hands‑on building, QA, and deployment of email, SMS, and digital campaigns derived from brand briefs.
Manage the technical execution of non‑promotional/transactional messages (e.g., "Refill Reminders") while maintaining a strict firewall to separate "Marketing" and "Patient Support" audiences.
Manage the operational calendar to ensure all campaigns go live on time, executing rigorous testing to prevent deployment errors.
Oversee technical operations with Hub vendors to ensure their data feeds ingest into internal systems correctly and timely.
Lead the technical onboarding of new Hub vendors or program partners.
Manage Google Analytics (GA4) implementation and tag management to ensure all digital traffic is accurately tracked.
Automate delivery and engagement reports to feed into broader omnichannel dashboards.
Own the operations of the Preference Center, ensuring global unsubscribes and opt‑ins are synced across all channels immediately.
Strictly manage access controls to ensure Patient Health Information (PHI) is only accessible to authorized personnel.
Knowledge & Experience Knowledge & Experience (Essential):
Proven experience in Patient Services Operations or Case Management systems (Hub Services).
Deep technical expertise in Salesforce Marketing Cloud (SFMC) including Journey Builder and Email Studio.
Strong technical background in Salesforce Health Cloud or similar Patient CRM platforms.
Deep understanding of HIPAA and PHI data handling requirements.
Proven experience in Website Operations and Google Analytics (GA4) tagging/implementation.
Experience managing Preference Centers and privacy compliance tools (e.g., OneTrust).
Experience managing data integrations with external Hub vendors/specialty pharmacies.
Knowledge & Experience (Preferred):
Experience within the Pharmaceutical or Life Sciences industry (HCP marketing rules).
Knowledge of integrations across the Marketing ecosystem and experience configuring transactional communication journey.
Education: Bachelor's degree (or equivalent) with 8+ years of relevant experience
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To serve as the operational owner of both the "Marketing Technology" (MarTech) ecosystem and the "Service Tech" ecosystem that supports Patient Support Programs (PSP) and Case Management.
This role ensures that brand strategies are translated into flawless technical execution across Email, Web, and SMS channels.
Simultaneously, this role separates "care" from "promotion" by owning the specialized CRM stack required to support patients on therapy.
The lead ensures that Case Managers have functional, compliant systems and that adherence communications are delivered reliably and securely.
Additionally, this role owns the "NA Preference Center" operations, ensuring consent and privacy rules are enforced globally across all marketing touchpoints.
Main Responsibilities & Technical Competencies: 1. Platform & Stack Ownership
Manage and optimize the marketing technology stack, specifically Salesforce Marketing Cloud (SFMC), Google Analytics, and Brand CMS platforms.
Act as the product owner for the Patient Services CRM (e.g., Salesforce Health Cloud), managing case management workflows, fields, and page layouts.
Oversee the technical operations of brand websites, ensuring agreed SLA uptime and fast load speeds.
Ensure the CRM and telephony integrations are available and performant for the Hub team every day.
Monitor data flows between websites, SFMC, and data systems to maintain a 360-degree view of the HCP/Patient.
2. Campaign & Journey Execution
Take responsibility for the hands‑on building, QA, and deployment of email, SMS, and digital campaigns derived from brand briefs.
Manage the technical execution of non‑promotional/transactional messages (e.g., "Refill Reminders") while maintaining a strict firewall to separate "Marketing" and "Patient Support" audiences.
Manage the operational calendar to ensure all campaigns go live on time, executing rigorous testing to prevent deployment errors.
Oversee technical operations with Hub vendors to ensure their data feeds ingest into internal systems correctly and timely.
Lead the technical onboarding of new Hub vendors or program partners.
Manage Google Analytics (GA4) implementation and tag management to ensure all digital traffic is accurately tracked.
Automate delivery and engagement reports to feed into broader omnichannel dashboards.
Own the operations of the Preference Center, ensuring global unsubscribes and opt‑ins are synced across all channels immediately.
Strictly manage access controls to ensure Patient Health Information (PHI) is only accessible to authorized personnel.
Knowledge & Experience Knowledge & Experience (Essential):
Proven experience in Patient Services Operations or Case Management systems (Hub Services).
Deep technical expertise in Salesforce Marketing Cloud (SFMC) including Journey Builder and Email Studio.
Strong technical background in Salesforce Health Cloud or similar Patient CRM platforms.
Deep understanding of HIPAA and PHI data handling requirements.
Proven experience in Website Operations and Google Analytics (GA4) tagging/implementation.
Experience managing Preference Centers and privacy compliance tools (e.g., OneTrust).
Experience managing data integrations with external Hub vendors/specialty pharmacies.
Knowledge & Experience (Preferred):
Experience within the Pharmaceutical or Life Sciences industry (HCP marketing rules).
Knowledge of integrations across the Marketing ecosystem and experience configuring transactional communication journey.
Education: Bachelor's degree (or equivalent) with 8+ years of relevant experience
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