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Director, Marketing Technology & Operations

Description

UPMC Health Plan is hiring a Director, Marketing Technology & Operations to support the Marketing Communications Department for its downtown Pittsburgh location at the US Steel Tower. This is a Monday through Friday daylight position.  This role is eligble for a remote work arrangement with the ideal candidate living in the eastern time zone.

The Director, Marketing Technology & Operations will be responsible for enhancing enterprise capabilities through strategic planning and oversight of marketing processes, standardized reporting, technology infrastructure and architecture, and data integration. The responsibility will include leading a team of direct reports to carry out effective marketing operations. Successful candidates will have a strong understanding of enterprise business processes, and drive building scalable digital marketing solutions. This position reports to Senior Director, Database Marketing & Campaign Analytics.

Responsibilities:

  • Deep understanding of the marketing technology & vendor landscape, including marketing database integration, marketing campaign platforms, digital asset library management, marketing on-demand software platforms, CRM and email platforms, and the integration of these platforms to core IT systems and databases.
  • Collaborate with Project management team to lead key stakeholders, businesses, and departments within the enterprise in defining, assessing, implementing, and maintaining processes which use marketing automation tools and technology.
  • Oversee operations staff in the various documentation instruments needed to carry out marketing operations, including department policies & procedures, training documents, processes, and technology white papers.
  • Define the employee onboarding and offboarding processes, including system access procedures, knowledge documentation and retention, and staff training processes within the department.
  • Collaborate with IT & Marketing Leadership on the proper approach to implement new technology platforms for marketing operations and analytics.
  • Lead a team of direct reports to support department operations processes, and where necessary, establish more consistent processes. Establish operational reporting standards across the marketing department in collaboration with marketing leadership and Project management team. Lead the documentation of detailed business requirements to be translated to IT support staff as needed for technical applications and projects through leading project workgroups and requirements sessions.
  • Work with the Legal and Supply Chain departments to structure marketing technology vendor contracts and SOW documents to meet project and operational criteria, while also minimizing wasted expense.
  • Serve as primary liaison with marketing vendors and agencies to ensure deliverables and timelines are met, contracts and billing are current, and statements of work are complete. Configure external vendor staff and their controlled access to the UPMC Network and marketing systems.
  • Establish the use of the department knowledgebase platform as a central source of information, documenting operational procedures, employee onboarding information and training modules/documentation. Define technology budgets on an annual basis, bringing recommendations to and justification to marketing leadership.
  • Drive technical enablement of marketing automation and channel readiness supporting the overall marketing strategy.
  • Serve as point-of-contact for communications law and regulations, data governance, data security, privacy regulations, and HIPAA compliance and confer with Legal, Privacy, Data Governance, Quality Audit, and Compliance departments as needed. Lead day-to-day operations of marketing automation systems including troubleshooting issues, upgrading software, and making employee hardware & software recommendations.

Qualifications

  • Master's Degree in marketing, communications or related field required.
  • Minimum of 10 years in marketing, corporate communications or agency environments inclusive of B2B and B2C communication and sales models.
  • Minimum of 5 years' experience managing staff dealing with technical marketing, digital marketing, marketing automation, or technical platform implementation.
  • Must have familiarity with technical IT operations around API and other service-oriented architecture methods.
  • Strong analytical skills and experience with reporting and data analysis.
  • Demonstrated ability to lead cross-functional teams in collaboration, development, implementation and maintenance of marketing platforms, channel readiness, and new process capabilities.
  • Able to develop productive working relationships across marketing, sales, member services, government lines of business, associated businesses, consumer innovation, project management office, legal, privacy and compliance, supply chain, IT, and data warehousing teams.
  • Experience Preferred with marketing platforms like Salesforce Marketing Cloud, Sitecore, Workfront, Confluence, Sharepoint, and general knowledge of databases and ETL processes.


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   Current UPMC employees must apply in HR Direct