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The Role
The Program Manager - Email Operations at Qualtrics drives process improvements in email marketing, focusing on governance and automation initiatives to enable strategic growth and improve operational efficiency across teams.
Summary Generated by Built In
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Program Manager - Email Operations
Why We Have This Role
As a rapidly scaling organization managing continuous high-volume email campaigns across promotional and always-on communications, we need operational excellence to transform our email marketing from a bottleneck into a strategic growth engine. The Program Manager - Email Operations will drive systematic process improvements, governance frameworks, and automation initiatives that enable our email marketing team to focus on strategic consultation rather than operational execution. This role is critical to supporting business growth without proportional headcount increases. Additionally, it positions email marketing as a strategic partner across the organization.
How You’ll Find Success
- Leverage program management expertise to design and implement scalable operational processes across complex multi-stakeholder email campaigns
- Drive adoption of governance frameworks and self-service tools to reduce operational bottlenecks and improve campaign turnaround times
- Utilize strong analytical mindset to implement automated reporting systems and derive actionable insights from campaign performance data
- Exercise exceptional stakeholder management skills to coordinate across Integrated Marketing, Field Marketing, Product Marketing, Customer Marketing, and Sales teams
- Embrace AI-forward thinking to identify opportunities for process automation and operational efficiency improvements
How You’ll Grow
- Expand your expertise in marketing operations and automation by working with cutting-edge tools and AI-driven solutions
- Access professional development opportunities through workshops, training, and dedicated career action planning focused on marketing technology and operations excellence
- Stay ahead of industry trends in marketing operations, governance frameworks, and AI integration within marketing workflows
- Become a subject matter expert in email marketing operations, paving the way for potential leadership opportunities within marketing operations
Things You’ll Do
- Own email calendar and audience management using Asana-based systems to prevent audience overlap and frequency violations across our extensive database
- Develop and enforce email governance frameworks including SLAs, process documentation, and quality assurance protocols
- Implement automated reporting systems using Tableau and API integrations to eliminate manual reporting burden and provide strategic insights
- Drive adoption of self-service tools like Knak platform while maintaining oversight of segmentation and targeting logic
- Manage stakeholder intake process and expectation setting across requesting teams to improve communication and reduce turnaround times
- Gather requirements for email operations enhancements including new automation capabilities, process improvements, and tool integrations, then provide training and enablement to ensure successful adoption across the team and stakeholders
- Collaborate with AI specialists to identify opportunities for process automation and operational improvements
- Lead cross-functional projects to align email marketing initiatives with broader business goals and marketing strategies
What We’re Looking For On Your Resume
- Minimum of 5 years of program management experience with demonstrated success managing complex, multi-stakeholder initiatives
- Strong project management skills with ability to coordinate and prioritize multiple requests across various teams and timelines
- Experience with marketing operations tools - Asana expertise strongly preferred, experience with Tableau, Marketo, or similar marketing automation platforms is a plus
- Proven track record in process optimization and implementing governance frameworks in fast-paced environments
- Strong analytical skills with experience in automated reporting and performance tracking systems
- AI proficiency and forward-thinking approach to identifying automation opportunities and operational efficiencies
- Excellent stakeholder management and communication skills with experience managing up and across organizations
- Some email marketing knowledge or willingness to quickly learn email marketing fundamentals, deliverability concepts, and segmentation strategies
- Bachelor's degree in Marketing, Business, Operations, or related field preferred
What You Should Know About This Team
- The email marketing team at Qualtrics focuses on personalized, data-driven communications to enhance engagement with prospects and customers globally.
- They manage continuous, high-volume promotional and always-on email campaigns across multiple regions (AMR, EMEA, APJ, LATAM) using tools like Marketo, Asana, and Knak.
- The team operates in a fast-paced, innovation-driven environment emphasizing operational excellence and the integration of AI technologies.
- This role involves building scalable systems and processes that will shape the future of email marketing operations at Qualtrics.
- Team members collaborate closely with email marketing experts specializing in strategic campaign development and optimization.
Our Team’s Favorite Perks and Benefits
- Competitive total compensation and benefits package, including medical, dental, vision, retirement savings.
- Flexible hybrid work policy (3 days in office; up to 2 weeks/yr work-from-anywhere).
- Generous time off and parental leave policies.
- Learning & development programs, including internal mobility and leadership development.
- Recognition programs and ERG participation (MosaiQ, Q Pride, Q&Able, QSalute, WLD, Green Team).
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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Top Skills
Api Integrations
Asana
Knak
Marketo
Tableau
What the Team is Saying
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Software Engineer
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Software Engineer
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The Company
What We Do
Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.
Our vision, as an organization, is to improve the human experience.
Why Work With Us
We're a place where strategic risks are encouraged & complex problems get solved together. Where nimble teams are empowered to set aggressive goals & move fast to win. A place that makes you feel safe as your authentic self. Where everyday work results in growth. And, most importantly, where what you do matters. That's why we work at Qualtrics.
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About our Teams
Qualtrics Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader.
Typical time on-site:
3 days a week
