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Telemetry Operations Manager

MASTERWORKS.AGENCY

The Telemetry Operations Manager owns the day-to-day health of Masterworks' client tracking ecosystem: 100+ active digital properties across a diverse nonprofit and Gloo capital partner portfolio. You'll deploy and maintain tracking tags, investigate conversion data gaps, support new client onboarding, and serve as first responder to telemetry issues raised by internal teams.

What You'll Own

Tag Operations & Maintenance

• Monitor and maintain Piwik PRO tracking configurations across 100+ client site instances, according to one of several standardized schemas to keep administration clean and efficient. This includes conversion events, goals, and e-commerce tracking
• Work with development contractors to deploy and update the Masterworks CDN-hosted telemetry stack as platforms evolve and clients change donation platforms, website stacks, or tracking requirements
• Manage Piwik PRO tag configurations: tags, triggers, variables, and container publishes
• Keep client tagging synchronized when clients change websites, donation platforms, or ad account configurations

Monitoring & QA

• Review daily and weekly telemetry monitoring alerts, identify gaps in results data collection, and triage issues by severity
• Debug conversion event failures, identifying issues between changing client technologies and our tracking interface
• Verify new tag deployments using live page inspection, browser developer tools, and Piwik reporting APIs
• Continue to build out AI/automated methods for monitoring client sites/configurations

Telemetry Helpdesk

• Serve as primary responder to telemetry tickets from Client Service, Project Management, Digital Media, Operations, and Gloo capital partner teams
• Answer questions about Epiphany dashboard results, explain tracking behavior, and translate technical findings for non-technical teammates
• Run live tests against client donation systems using credit card, managing costs while verifying real world conversion events are being captured correctly
• Escalate and coordinate with the telemetry development contractor when issues require code-level resolution

Client Onboarding Support

• Support technical digital onboarding of new clients: configure Piwik site instances, set up ad platform pixels (Meta, Google Ads, Adform, The Trade Desk, Outbrain), and verify tracking end-to-end
• Document client-specific tagging configurations, deployment notes, and testing guides in Notion
• Participate in client-facing technical onboarding calls to explain Masterworks' tracking approach and platform requirements
• Regularly use and improve AI/automation systems to streamline onboarding process

Consent Management/Governance

• Responsible for ensuring Gloo capital partners have the technical means to request and capture consent settings from web site visitors
• Ensure tracking for capital partner sites (and some client sites) conforms to Gloo corporate requirements to avoid legal liability for data collection practices

Other Responsibilities

• Maintain client URL parameter sheets and support the Operations team with link testing workflows
• Investigate and resolve source code ingestion issues

What We're Looking For

Required

• 35 years of hands-on digital analytics or tag management experience
• Strong working knowledge of Google Tag Manager, building and managing tags, triggers, variables, and container structures
• Experience with a web analytics platform (Piwik PRO, GA4, Adobe Analytics, or similar), configuring goals, events, and e-commerce tracking
• Ability to debug tracking issues using browser developer tools, including reading the network tab, inspecting the dataLayer, and following event chains
• Comfortable managing multiple client contexts simultaneously without losing the thread (documentation is key here!)
• Clear written communication, you'll regularly explain technical findings to non-technical teammates and clients using Slack, email, and Fibery

Strongly Preferred

• Experience with Piwik PRO specifically (tag management, reporting, consent management)
• Familiarity with programmatic and paid social ad platform pixels: Meta, Google Ads, Adform, The Trade Desk
• Understanding of CRM source code tracking and UTM parameter schemas
• Basic SQL or data inspection skills (BigQuery, Looker, or similar)
• Experience in an agency environment managing multiple client accounts

Nice to Have

• Familiarity with RudderStack or other CDPs
• HTML/CSS/JavaScript proficiency
• Experience with nonprofit donation platforms