Lifecycle Operations Manager

What you will do:

Systems & Data Foundations

• Define and own the technical roadmap for our lifecycle tooling ecosystem (e.g., Braze), ensuring total data stability, governance, and future-proof documentation.
• Lead cross-functional work alongside Lifecycle Marketing, Data Engineering and Data Analytics to define and maintain source of truth lifecycle data models (events, attributes, segments, composite scores, propensity models).
• Drive operational efficiency by architecting AI-driven automation workflows and internal tooling to eliminate repetitive production overhead (e.g., scalable dynamic content engines).Create and maintain documentation for journeys, data dependencies, and operational workflows.
• Lead the evaluation and onboarding of new capabilities (e.g., additional channels, new integrations) with a clear view of impact vs. complexity.

Journey Orchestration & Execution

• Collaborate with the lifecycle marketers to systematize journey designs and briefs into robust, testable flows in Braze (or equivalent)
• Implement and maintain scalable templates, modular components, and reusable logic
• Build and manage guardrails and governance for sending rules
• Partner with lifecycle marketers to ensure new journeys follow best practices

Experimentation & Measurement

• Operationalize A/B and multivariate tests end to end, setting up principles for audience configuration, randomization, holdouts, and measurement-ready instrumentation.
• Collaborate with Lifecycle marketers and Data Science to prioritize and execute personalization experiments and help operationalize outputs into journeys.
• Collaborate with Analytics to define clear experiment frameworks (success metrics, minimum sample sizes, experiment timelines) and ensure implementation is technically sound.
• Own reporting requirements for lifecycle ops (e.g., journey health, delivery and error monitoring, experiment status dashboards).
• Proactively identify opportunities to simplify or consolidate journeys based on performance and operational complexity.

Requirements

• 8+ years of deep experience in lifecycle / CRM operations
• Proven track record of architectural ownership: You have scaled CRM/MarTech platforms (like Braze) for millions of active users, ideally within a subscription or membership model.