Manager, CRM Operations
Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.
Position Summary
Taxwell is seeking a Manager, CRM Operations to lead email and CRM campaign operations acrossTaxAct Consumer, SMB, Drake, TAP, and 1040.com. This role combines people leadership, hands-on campaign execution, and CRM platform expertise to ensure high-quality, timely, and effective customer communications.
The ideal candidate has deep experience with Salesforce Marketing Cloud (SFMC), Pardot/Account Engagement, email marketing operations, customer journeys, deliverability, and data management. This individual will lead the CRM Operations team while remaining hands-on when needed, particularly during high-volume periods, complex deployments, and critical business initiatives.
The Manager will also serve as a key CRM technology resource, helping optimize our existing capabilities, establish SMS functionality, improve operational processes, and identify opportunities to increase efficiency and scalability.
Essential Duties & Responsibilities
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Lead and develop the CRM Operations team, ensuring strong execution, accountability, knowledge sharing, and continued team growth.
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Oversee end-to-end email campaign execution, including builds, QA, testing, final deployments, and post-launch validation.
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Remain hands-on with email development, QA, deployments, and troubleshooting, particularly during high-volume periods and critical initiatives.
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Serve as a key administrator and subject matter expert for Salesforce Marketing Cloud (SFMC) and Pardot/Account Engagement, providing technical guidance and troubleshooting across the CRM technology stack.
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Architect, build, and optimize customer journeys and automated programs, including dynamic and personalized communications using HTML, AMPscript, SQL, segmentation, and automation.
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Lead the setup and enablement of SMS capabilities, including platform configuration, data and audience requirements, testing, QA, and operational readiness.
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Monitor and optimize deliverability(IP reputation and warming, SPF/DKIM/DMAR authentication, and seed-list inbox testing), subscriber health, audience quality, data integrity, and campaign performance, proactively addressing risks and issues.
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Establish and maintain strong QA standards, workflows, documentation, and operational best practices to ensure accurate and timely campaign execution.
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Identify and implement opportunities for process improvement, automation, and AI-assisted solutions that reduce manual effort and improve scalability.
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Provide CRM platform expertise and recommendations for broader business and technology initiatives, partnering with key stakeholders to solve technical and operational challenges.
Education & Experience
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Bachelor’s degree in Marketing, Communications, Technology, or related field, or equivalent relevant experience.
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7+ years of experience in CRM, email marketing, or marketing operations, with significant hands-on experience in email campaign execution and development.
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3+ years of experience leading and developing teams, preferably within CRM, lifecycle marketing, or marketing operations.
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Strong hands-on experience with Salesforce Marketing Cloud (SFMC), including Email Studio, Journey Builder, Automation Studio, Contact Builder, and related capabilities.
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Experience with Pardot/Account Engagement, particularly supporting B2B campaign execution and automation.
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Hands-on experience architecting and implementing complex customer journeys and automated programs.
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Experience with or knowledge of SMS implementation and