CRM Operations Lead – SFMC, Journeys & SMS

TaxAct; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Taxwell seeks a Manager, CRM Operations to lead email and CRM campaigns across TaxAct Consumer, SMB, Drake, TAP, and 1040.com. The role blends people leadership with hands-on campaign execution and CRM platform expertise to ensure timely, high-quality customer communications.

You will drive SFMC and Pardot/Account Engagement, optimize deliverability and data management, and architect journeys and SMS capabilities.

Qualifications

• Bachelor's degree in Marketing, Communications, Technology, or related field, or equivalent relevant experience.
• 7+ years CRM/Marketing Ops experience with hands-on campaign experience.
• 3+ years leading teams in CRM/marketing operations.
• Strong hands-on SFMC experience including Email Studio, Journey Builder, Automation Studio, Contact Builder.
• Experience with Pardot/Account Engagement and SMS capabilities.

Responsibilities

• Lead and develop the CRM Operations team with strong execution, accountability, knowledge sharing, and continued team growth.
• Oversee end-to-end email campaign builds, QA, testing, deployments, and post-launch validation.
• Stay hands-on with email development during high-volume periods and critical initiatives.
• Serve as admin and SME for SFMC and Pardot/Account Engagement, guiding technical decisions across the stack.
• Architect, build, and optimize customer journeys and automated programs using HTML, AMPscript, SQL, segmentation, and automation.
• Lead the setup and enablement of SMS capabilities, including platform configuration and data requirements.
• Monitor deliverability, subscriber health, data quality, and campaign performance; address risks and issues.
• Establish and maintain QA standards, workflows, and best practices for timely execution.
• Identify opportunities for automation and AI-assisted solutions to improve efficiency and scalability.
• Provide CRM platform expertise for broader business and technology initiatives.

Job description

Taxwell seeks a Manager, CRM Operations to lead email and CRM campaigns across TaxAct Consumer, SMB, Drake, TAP, and 1040.com. The role blends people leadership with hands-on campaign execution and CRM platform expertise to ensure timely, high-quality customer communications.

You will drive SFMC and Pardot/Account Engagement, optimize deliverability and data management, and architect journeys and SMS capabilities.