CRM Operations Manager II at Nerdwallet

Role Summary: NerdWallet is looking for a CRM Operations Manager to own the end-to-end execution of automated email and push campaigns that drive engagement across our customer lifecycle. As our CRM program continues to scale, we need an operations manager who can build and launch complex campaigns, sharpen our team's processes, and ensure our marketing technology stack is running at its best. In this role, you'll be responsible for campaign builds, workflow automation, audience segmentation, and CRM platform administration. You'll work closely with CRM strategists to translate campaign ideas into flawless execution: designing the technical architecture, setting up targeting logic, and implementing personalization at scale. As the primary administrator of our CRM and marketing technology stack, you’ll become an expert on the platforms and leverage features to optimize quality and efficiency. You'll also be a key driver of operational excellence: building out scalable processes, maintaining QA standards, and enabling the CRM team with the tools, governance, and guidance needed for the program’s success. This role reports to the Senior CRM Operations Manager. Where you can make an impact: - Build and launch with precision - Design, build, and deploy automated email and push campaigns, complex multi-step workflows, and audience segments that reach the right users at the right moments across the customer lifecycle from onboarding through re-engagement. - Personalize the customer experience - Serve as a hands-on expert in our CRM platform (Iterable), implementing personalization logic using user and catalog data, configuring triggers and dynamic content, and ensuring every campaign is set up correctly before it goes out the door. - Drive operational excellence - Develop, document, and enforce best practices and workflows for CRM operations. You'll maintain and continuously refine our QA processes to ensure campaigns launch accurately, on time, and in compliance with data privacy requirements. - Maintain channel health - Build and maintain automated alerting systems that allow the team to detect and respond to campaign issues quickly. Monitor email deliverability, maintain IP health, and proactively surface recommendations for improvement. - Elevate the team's capabilities - Become the go-to resource for CRM tooling and platform capabilities. Evaluate new tools and technologies, develop repeatable processes to improve team efficiency, and partner with third-party vendors to troubleshoot and resolve technical issues. - Enable experimentation - Operationalize A/B testing and audience experimentation frameworks, ensuring the team can run tests reliably and extract meaningful results to drive continuous improvement. - Collaborate cross-functionally - Partner closely with CRM strategy, Analytics, Product, Engineering, and Creative teams to ensure campaigns are technically feasible, properly instrumented, and delivered on schedule. Your experience: We recognize not everyone will meet all of the criteria. If you meet most of the criteria below and you’re excited about the opportunity and willing to learn, we’d love to hear from you. Technical Skills: - CRM Platform Expertise: Extensive hands-on experience with at least one major email service provider, ideally Iterable or Braze. You can build sophisticated workflows, manage data integrations, and serve as a platform administrator for the broader team. - Personalization & Dynamic Content: Strong experience implementing personalization logic using user attributes, behavioral data, and catalog data, including templating languages such as Handlebars, Liquid, or AMPscript. - Data & Segmentation: Solid understanding of data structures and segmentation logic. Ability to interpret customer data and identify the right audiences for targeting. - HTML/CSS: Proficient in HTML and CSS for building and troubleshooting email templates. - API & Integrations: Familiarity with API integrations and webhooks used to connect marketing tools and data sources. Soft Skills: - Problem-Solving: Excellent problem-solving skills to troubleshoot technical issues, data discrepancies, and campaign-related challenges. - Process Optimization: A knack for identifying inefficiencies and developing new processes, workflows, and best practices to improve operational excellence. - Attention to Detail: Meticulous attention to detail is crucial for ensuring campaign accuracy, data integrity, and regulatory compliance. - Project Management: Strong project management skills to manage multiple campaigns and projects simultaneously, ensuring timely and flawless execution. - Proactivity: You don't wait to be asked - you spot opportunities to improve how the team operates and follow through on implementing them. - Collaboration: Excellent communication and collaboration skills to work effectively with cross-functional teams, including engineering, product, and marketing. WHERE: - This role will be remote (based in the U.S.). - We believe great work can be done anywhere. No matter where you are based, NerdWallet offers benefits and perks to support the physical, financial, and emotional well being of you and your family. WHAT WE OFFER: Work Hard, Stay Balanced (Life’s a series of balancing acts, eh?) - Industry-leading medical, dental, and vision health care plans for employees and their dependents - Rejuvenation Policy – Flexible Vacation Time Off + 11 holidays + holiday company shutdown - New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care - Mental health support - Paid sabbatical after 5 years for Nerds to recharge, gain knowledge, and pursue their interests - Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution - Monthly Wellness Stipend, Cell Phone Stipend, and Wifi Stipend (Only remote Nerds are eligible for the Wifi Stipend) - Work from home equipment stipend and co-working space subsidy (Only remote Nerds are eligible for these stipends) Have Some Fun! (Nerds are fun, too) - Nerd-led group initiatives – Employee Resource Groups for Parents, Diversity, and Inclusion, Women, LGBTQIA, and other communities - Hackathons and team events across all teams and departments - Company-wide events like NerdLove (employee appreciation) and our annual Charity Auction  - Our Nerds love to make an impact by paying it forward – Take 8 hours of volunteer time off per quarter and donate to your favorite causes with a company match Plan for your future (And when you retire on your island, remember the little people) - 401K with 4% company match - Be the first to test and benefit from our new financial products and tools - Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar - Disability and Life Insurance with employer-paid premiums If you are based in California, we encourage you to read this important information for California residents linked here [Upgrade to PRO to see link] NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. We prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law, so all qualified applicants will receive consideration for employment.   NerdWallet will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and the San Francisco Fair Chance Act, which requires this notice [Upgrade to PRO to see link] as well as the Los Angeles Fair Chance Act, which requires this notice [Upgrade to PRO to see link] NerdWallet participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E-Verify program for all US locations. For more information, please see: - E-Verify Participation Poster (English+Spanish/Español [Upgrade to PRO to see link] - Right to Work Poster (English) [Upgrade to PRO to see link] / (Spanish/Español) [Upgrade to PRO to see link]  #LI-Remote #LI-4