Channel Operations & Planning Manager

Job Description

The Manager, Growth Operations will support the execution and continuous improvement of customer engagement, retention, and growth initiatives. This role will translate business priorities into operational plans and coordinate execution across cross-functional teams to ensure successful delivery of programs, campaigns, partnerships, and customer experiences.

The ideal candidate is a strong program manager who can bring structure to complex initiatives, align stakeholders, manage timelines and dependencies, and establish scalable processes that support long-term growth.

Responsibilities

Own day-to-day operations for assigned growth, engagement, and customer experience initiatives. Lead cross-functional coordination across business, marketing, product, technology, analytics, customer support, legal, and external partner teams. Manage operational execution, including requirements gathering, asset coordination, approvals, quality assurance, and launch readiness. Facilitate recurring planning and status meetings, ensuring alignment on priorities, timelines, risks, dependencies, and next steps. Maintain clear communication channels and centralized documentation for project updates, decisions, risks, and open issues. Manage operational relationships with external partners and vendors, including onboarding, deliverables, approvals, and execution support. Develop and improve operational processes, workflows, service level agreements, intake procedures, and documentation to enable scalable execution. Track initiative performance, milestones, risks, and dependencies, using insights to drive continuous improvement.

Skills and Requirements

Bachelor's degree in Business, Marketing, Communications, Operations, Program Management, or a related field, or equivalent experience. 3+ years of experience in operations, program management, growth operations, customer engagement, loyalty programs, retention programs, or a related discipline. Strong project and program management skills with the ability to manage multiple concurrent initiatives. Experience developing and improving operational processes, workflows, and scalable ways of working. Experience supporting customer engagement, loyalty, rewards, retention, or membership programs. Proven ability to coordinate cross-functional teams, resolve issues, and drive initiatives to completion in a matrixed environment. Excellent written and verbal communication skills. Experience leveraging AI productivity tools to improve workflows, reporting, documentation, and operational efficiency. Experience with project management and collaboration platforms such as Airtable, Asana, Monday.com, Jira, or similar tools. Experience working with external partners, sponsors, vendors, or agencies to deliver customer-facing initiatives. Familiarity with CRM platforms, lifecycle marketing, customer engagement strategies, and digital communication channels. Experience supporting programs with legal, privacy, compliance, or regulatory requirements.

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to [email protected].