Journey / Channel Operations Lead

Job Description
Owns end-to-end delivery of customer journeys across channels (email, SMS, push, app, third-party), ensuring execution aligns with business priorities, platform capabilities, and governance standards in Adobe AJO.

Key Responsibilities

Own cross-channel journey operations strategy and execution outcomes

Lead prioritization, roadmap sequencing, and capacity planning

Manage vendors as execution partners (not decision owners)

Act as primary escalation authority for delivery, quality, and risk

Ensure adherence to new operating model, governance, and intake standards

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Strong experience with Adobe Journey Optimizer (AJO) and Customer Journey Analytics (CJA)

Experience owning and managing cross-channel customer journeys across email, SMS, push notifications, mobile app, and other digital channels

Strong understanding of Adobe Experience Platform (AEP), audience segmentation, customer profiles, and journey orchestration

Experience leading journey operations, release management, and campaign governance within a large enterprise environment

Proven experience prioritizing work, managing delivery roadmaps, and coordinating across multiple stakeholders and teams

Experience establishing and enforcing QA, testing, and launch governance standards

Ability to troubleshoot journey execution, delivery issues, and operational risks within marketing automation platforms

Experience managing external agencies, offshore teams, or vendors as execution partners while maintaining ownership of strategy and decision-making

Adobe Real-Time Customer Data Platform (RT-CDP) experience

Workfront administration or workflow management experience

Jira or Agile project management experience

SQL proficiency for audience validation, troubleshooting, and reporting

API and integration experience across marketing technology platforms

Experience with Adobe Experience Manager (AEM)

Knak experience for modular content creation and email production

Knowledge of personalization strategies, decisioning, and dynamic content delivery

Experience building operating models, governance frameworks, and journey architecture standards

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