Marketing Operations Manager

Title: Marketing Program Manager T2 (USA)

Duration: 12+ months (Possible Extension)

Location- Remote

Description:

JOB DUTIES

The Opal Operations Lead serves as ***’s hands-on point of contact for Opal, our planning and collaboration platform. This role goes beyond platform administration: the ideal candidate is a thoughtful listener who can uncover how teams work, identify where Opal can add real value, and translate those insights into practical solutions. Success means reliable day-to-day operations, strong user adoption, enforced governance standards, and a growing library of use cases that make Opal indispensable at ***. This contractor position requires 40 hours per week.

Key Responsibilities: 100% Opal Operations Lead

Day-to-Day Operations

• Primary Support Contact: Serve as the first-line contact for all *** teams with Opal questions, support needs, and requests.

• Platform Administration: Manage daily operations including license management, access requests, usage compliance, intake requests, and platform configuration changes.

• Community Engagement: Host weekly office hours to provide ongoing support and facilitate knowledge sharing among users.

• Team Collaboration: Organize and facilitate monthly Team Captain meetings to foster collaboration and share best practices.

Use Case Development & User Advocacy

• Discovery & Needs Assessment: Conduct discovery conversations with teams to understand their workflows, goals, and pain points — and identify where Opal can meaningfully help.

• Use Case Design: Translate user needs into practical Opal use cases, recommending platform features, configurations, or workflows that solve real business problems.

• Solution Documentation: Build and maintain a use case library that documents proven solutions and can be shared across teams to scale adoption.

• User Advocacy: Act as the internal voice of the user — surfacing patterns, unmet needs, and platform gaps to program leadership and the Opal Customer Success Manager.

Governance & Best Practices

• Policy Enforcement: Enforce governance policies, business rules, and best practices as defined by program leadership.

• Request Management: Oversee the intake and processing of Opal-related requests, including managing the Team Captain Board to prioritize and track initiatives.

• Documentation: Maintain and continuously update a living SharePoint site with process documentation, governance guides, and user-facing resources.

Adoption & Training

• User Onboarding: Onboard new users and maintain Opal University, our internal training hub, ensuring resources are current and accessible.

• Training Coordination: Coordinate training logistics in close partnership with the Opal Customer Adoption Manager (CAM), who serves as the vendor-side training expert.

• Adoption Monitoring: Monitor adoption metrics, identify gaps, and proactively flag trends to program leadership and the Opal Customer Success Manager.

WHO YOU ARE

• Consultative by Nature: You naturally ask “why” before “how.” You know how to run a great discovery conversation, identify the real problem beneath a request, and design a solution that actually fits how people work.

• Technical Proficiency: Familiarity with Opal or similar workflow, planning, and collaboration tools is preferred — and you’re energized by learning new platforms deeply.

• Operationally Driven: Demonstrated experience in program management, tool implementation, or operations within a corporate environment.

• Project Management Skills: Exceptional ability to manage multiple priorities with strong attention to detail and organizational skills.

• Communication & Collaboration: Excellent communicator with a talent for cross-functional collaboration and stakeholder engagement at all levels.

• Problem-Solving Aptitude: Proactive problem solver with a knack for troubleshooting, process improvement, and working with a high degree of autonomy.

EDUCATION AND EXPERIENCE

Minimum Qualifications

• 2–5 years of program management experience, specializing in tool implementation, change management, or marketing operations

• Degree in business, marketing, or equivalent experience

• Experience working in agile, highly matrixed environments

• Proven ability to conduct needs assessments or discovery work and translate findings into actionable recommendations

• Ability to build and maintain cross-functional partnerships with internal teams and external vendors

Preferred Qualifications

• Experience with Opal, Sprinklr, Workfront, and Microsoft Office Suite

• Background in marketing operations, marketing technology, or platform enablement

• Excellent written and verbal communication skills

• Strong PowerPoint skills with the ability to create clear, compelling presentations

• Creative, solutions-oriented thinker comfortable navigating ambiguity