Overview
The Marketing Operations Manager is a people leader responsible for overseeing a support team and the day-to-day operations of the Marketing organization. This role is critical to ensure our omni-channel marketing engine runs smoothly, while supporting stores, franchise owners, and internal partners. This leader is hands-on, detail-oriented, and collaborative, with strong analytical and communication skills. They thrive in a fast‑paced environment, adapt quickly as the business evolves, and consistently drive high‑quality support and operational excellence across all stakeholder groups.
Responsibilities/Qualifications
The Marketing Operations Manager key responsibilities:
Marketing Operations and Process Optimization
- Implement new processes, system changes and standard operating procedures to optimize omni-channel marketing operations.
- Partner with Store Operations, Technology, Marketing Channel Managers and Supply Chain teams to ensure successful rollout and adoption of operational changes.
- Provide input into the development pipeline to influence the roadmap related to support strategy, tools, and platform enhancements.
Store and Neighbor Support
- Develop, manage, and continuously improve support processes for stores, franchise owners, and neighbors.
- Provide first-level support to stores and franchise owners, and second-level support for neighbors and store-related issues.
- Monitor neighbor and store voice of customer (VOC) to identify trends and drive measurable experience improvements.
Platform, Content & Data Management
- Manage the repository for store data and marketing assets to ensure accuracy, accessibility and operational readiness across marketing programs.
- Own the development and maintenance of the store and neighbor support knowledge base across website functions, eCommerce, Loyalty, and Marketing programs.
- Oversee monitoring of product reviews and ensure the accuracy and completeness of product details on the site, identifying opportunities for capability enhancements.
eCommerce Enablement & Marketplace Support
- Lead onboarding of new stores into eCommerce, including system enablement, training, and third-party integrations.
- Build and maintain strong relationships with store owners throughout onboarding and ongoing support.
- Manage marketplace initiatives and campaigns in partnership with cross-functional teams.
- Oversee third-party delivery relationships and related initiatives to ensure operational alignment and performance.
Team Leadership & Cross-Functional Collaboration
- Lead and develop marketing operations support team accountable for service level agreements (SLAs), service quality, and continuous improvement.
- Monitor support team performance against established SLAs.
- Provide coaching, guidance, and development for team members to ensure consistent, high-quality support delivery.
- Partner with IT Technical Support, Marketing Channel Managers, Digital Product Management, Neighbor Services, Operations teams, and third-party vendors to resolve complex issues requiring technical or third-level support.
PAWSOME Marketing Operations Manager candidates will have:
- Bachelor’s degree, preferably in a related field.
- 3+ years’ experience managing operations and support teams.
- 5+ years’ experience in a Marketing related field.
- Strong analytical capabilities with a focus on operational excellence and continuous improvement.
- Proven project management skills with the ability to manage multiple complex initiatives simultaneously.
- Experience collaborating cross-functionally at all organizational levels.
- Strong written and verbal communication skills.
- Advanced proficiency in Excel and comfort working with data to inform decisions.
Preferred Skills:
- Familiarity with enterprise platforms such as Sitecore, Microsoft Dynamics, and payment processing systems.
Why Us: Our Pawprint Values –Neighborly, Knowledgeable, Trustworthy, PetCentric
- Work in a collaborative, neighborly environment that values initiative, curiosity, teamwork, and care for pets.
- Engage in our pet-centered culture—bring your dog to work
- Employee discount up to 50% at our stores (plus coupons!)
- Bonus Pay based on Company performance
- Promotion from within culture
- Flexibility to meet your needs with Paid Time Off & hybrid work arrangement
- 401k savings plan
- Health, dental, vision & disability plans
- Health & flexible savings accounts
About Company
Pet Supplies Plus is focused on making it easier to get better products for your pet. With over 730 locations in 44 states, the stores have a streamlined design making it easy to navigate a wide assortment of natural foods, hard goods and pet services. Friendly, knowledgeable staff get to know each pet and their owner by name and provide playful store experiences to remind them just how fun it is to own a pet. Pet Supplies Plus stores are large enough to house an incredible variety of food and equipment, yet small enough to still feel neighborly.Pet Supplies Plus is ranked No. 21 overall in Entrepreneur Magazine's 2024 Franchise 500® list and is the Top Full-Service Pet Supplies Franchise for its exceptional performance in areas including financial strength and stability, growth rate and system size. For more information, please visitwww.petsuppliesplus.com.
EOE STATEMENT
We provide equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.
Min
Max
