Cx Program Manager Jobs in Maryland (NOW HIRING)

Overall Position Purpose

The Marketing Operations Program Manager position exists to own the systems, processes, data, and measurements across the HST and LearnCo business units ensuring efficiencies, brand compliance and impact. This position guides work through the Content Review Process (CRP), manages the Dotdigital marketing automation and CRM platform, and provides leaders with timely, reliable performance data to manage OKRs and make decisions. By streamlining marketing execution and connecting activity to results, the role enables faster time to market, higher quality engagement, and a clear line of sight to organizational outcomes. The Marketing Operations Program Manager will promote and support the Inteleos culture of inclusivity.

Core Responsibilities

• Own the day-to-day operation of the Content Review Process in Asana, guiding submitted projects through intake, routing, review, and final approval while maintaining service-level expectations, status visibility, and stakeholder communication;
• Continuously analyze the CRP for bottlenecks and streamline the workflow, with a specific mandate to leverage AI and Jasper functionality to accelerate review and content production;
• Enforce brand standards, tone, and messaging consistency across all submitted work, using customer personas to validate that content is on-brand and audience-appropriate;
• Serve as the marketing owner and administrator of Dotdigital, managing platform configuration, data structure, segmentation, and user access to meet marketing’s evolving needs;
• Lead marketing’s role in system implementations and go-lives, ensuring platforms are configured, tested, and optimized for campaign execution across both business units;
• Build and manage audience segments, automated journeys and programs, email campaigns, and templates that support customer acquisition, engagement, and retention;
• Maintain data quality, list hygiene, suppression, and compliance practices to protect deliverability and data integrity;
• Own marketing performance measurement by defining and tracking KPIs and delivering accurate, timely dashboards that demonstrate campaign and program performance and support quarterly and annual OKR reporting;
• Partner with marketing, CX Insights, and BI stakeholders to connect marketing activity to funnel, engagement, and revenue outcomes;
• Translate data into actionable insight, flagging trends and recommending optimizations to improve campaign effectiveness;
• Develop and maintain the marketing operations strategy and operating model across HST and LearnCo, including standardized processes, playbooks, and governance that make campaign execution repeatable, scalable, and resilient;
• Own and rationalize the marketing technology stack, ensuring tools are integrated, adopted, and delivering ROI;
• Manage relationships with relevant external vendors and platform partners to support marketing operations; 
• Stay current on marketing operations, martech, automation, and AI trends, bringing forward relevant innovations that improve efficiency and impact; and
• Other duties as assigned.

 Inteleos Attributes

• Accountable – taking ownership of your work and delivers results. Being responsible for your actions.
• Collegial – being helpful, respectful, approachable, and team oriented. Building strong working relationships and a positive work environment. Consider the thoughts and opinions of others.  
• Ethical/Integrity– employee is honest and trustworthy when working with colleagues, volunteers, and other stakeholders. Lead by example.

Committed to:

• Creating the global standard of excellence in healthcare and patient safety.
• Excellence – Strive to excel in everything you do.
• Quality – Taking the initiative, extra time, care, and vigilance to get the job done right.
• Continuous Learning
• Have a Positive “Can-do” Attitude-being ready, available and willing to get the job done and done well. 

Supervisory Environment

• Works under general supervision toward broadly defined objectives.
• This is an individual contributor role with no direct reports; the position coordinates cross-functional stakeholders and may direct the work of external vendors or contractors as needed.

Work Environment 

The incumbent will work at a desk in an office environment or an approved remote location. This position may require evening and weekend hours, as well as occasional travel. There are minimal requirements to lift or move equipment.

This description is intended to provide an overview of the responsibilities of the position. It is not all-inclusive and an incumbent in the position will be expected to perform other duties as required. The responsibilities may change over time. This description is provided for informational purposes only and does not form the basis of a contract.

 Required Education/Experience

• Bachelor’s degree in marketing, business, communications, information systems, or a related field;
• 5–7 years of experience in marketing operations, marketing automation, or a related marketing/martech role; and
• Experience in healthcare, certification, association, or another regulated environment is a plus.

Required Qualifications/ Skills

• Hands-on experience administering a marketing automation and/or CRM platform (Dotdigital, HubSpot, Marketo, Salesforce Marketing Cloud, Pardot, or similar); Dotdigital experience strongly preferred;
• Proven experience owning and optimizing marketing workflows and processes, ideally using a work management tool such as Asana, Monday, or similar;
• Strong verbal, written, and interpersonal skills; able to convey complex information clearly across organizational levels and with global audiences;
• Strong analytical skills with demonstrated ability to build reports and dashboards, interpret campaign performance data, and deliver reporting against KPIs and OKRs on a consistent cadence;
• Working knowledge of email deliverability, data hygiene, segmentation, and marketing data governance and compliance best practices;
• Proven ability to manage cross-functional initiatives, coordinate multiple workstreams, and keep stakeholders aligned;
• Familiarity with AI-enabled marketing tools (e.g., Jasper) and a demonstrated interest in applying automation and AI to streamline workflows;
• Committed to building inclusive, high-performing team cultures;
• Solid understanding of brand standards, messaging, and customer personas, with the judgment to ensure content is on-brand;
• Excellent organizational and project management skills, with the ability to manage multiple concurrent projects and meet deadlines in a fast-paced environment; and
• Strong communication and cross-functional collaboration skills, with the ability to serve as a connector between marketing, brand, insights, IT/BI, and business unit stakeholders.