Lifecycle Operations Lead, Martech
What We Do
We deliver the most innovative gaming experiences possible to players across the world. Whether through community outreach, world-class events, or partnership integrations, the Publishing and Marketing teams seek to surprise players with new experiences every time they drop in to play.
What You'll Do
Were looking for a Lifecycle Operations Lead to serve as the resident expert and super-user of our internal omni-channel messaging platform, supporting multiple message types across our main product along with the team's journey orchestration and experimentation. You'll partner closely with Growth Marketing Strategy, Activation, Operations, and Analytics as the team's platform expert, and serve as our martech liaison to the internal product and engineering team that builds Polaris — translating lifecycle strategy into live journeys, setting the standard for experimentation and QA, and developing use-cases for feature requests.
In this role, you will
- Build multi-channel lifecycle journeys end-to-end, taking direction from Strategy on intended outcomes, configuring entry criteria, segmentation, message logic and timing, and reviewing the completed build with Strategy ahead of launch.
- Serve as final technical sign-off on campaign setup before go-live, validating that programs are configured correctly and will behave as intended in production.
- Act as the subject matter expert and escalation point for the platform, supporting new use cases, answering configuration questions, and investigating issues on in-flight campaigns.
- Own campaign QA standards across audience logic, message rendering, and send behavior, establishing repeatable pre-launch checks the whole team can work against.
- Own experimentation setup and standards, defining test structure, audience splits and holdouts in partnership with Strategy and Analytics, and ensuring experiments are configured and tracked correctly.
- Enable and train the teams who use the platform, onboard new users, and maintain the documentation and best practices that keep usage consistent as the team grows.
- Act as the primary liaison to the internal Polaris product and engineering team, gathering requirements from Strategy and Activation partners, translating them into clear platform asks, and advocating for prioritization on the roadmap.
- Lead UAT and regression testing for new platform features and fixes, confirming they hold up against real campaign workflows before team-wide rollout.
- Identify opportunities to improve platform workflows where processes are manual or fragile, and drive them to resolution with internal engineering partners.
What we're looking for
- Hands-on experience operating marketing/messaging tools — whether built in-house or enterprise platforms such as Salesforce Marketing Cloud or Braze — particularly in email operations and/or push notifications
- 4+ years of experience in marketing operations, martech administration, or a technical CRM/lifecycle role — ideally within gaming, tech, or entertainment
- Experience building and QA-ing complex, multi-channel lifecycle journeys, including triggered and segmented flows
- Working knowledge of experimentation: A/B test setup, audience splits, and holdout structures
- Experience partnering with product managers and engineers — translating user needs into requirements and participating in UAT/feature testing
- A natural teacher: comfortable training teammates, writing documentation, and being the go-to resource for a tool
- Detail-oriented, self-directed, and comfortable in a fast-paced live service environment