Marketing Operations Manager

Atlantic Coast Mortgage•Fairfax, VA

18h

About The Position

We are seeking a Marketing Operations Manager to lead our internal customer experience and marketing support for internal customers. This role is responsible for ensuring marketing requests are handled efficiently, professionally, and with a high level of service. You will oversee our marketing ticket system, manage a small team of Marketing Coordinators, and work closely with Area and Branch Managers to understand their needs and priorities. In simple terms, you will make sure our internal customers get the marketing support they need, when they need it, while maintaining clear expectations, strong communication, and consistent follow-through, while building rapport. The ideal candidate is highly organized, capable of building systems and processes, people-focused, and comfortable navigating complex situations with professionalism and confidence. This is a mid-level role that combines team leadership with hands-on operational responsibility.

Requirements

Experience managing high-volume request or service workflows in marketing, customer success, operations, or related environments
Proven people management experience leading small teams (1–3 person team)
Strong operational mindset with experience managing ticketing systems, SLAs, or workflow processes
Experience working within ticketing systems such as Zendesk or comparable workflow platforms
Ability to manage competing priorities while maintaining strong service levels
Excellent communication and relationship-building skills, particularly with sales-focused stakeholders
Strong problem-solving skills with the ability to handle challenging situations and personalities professionally
Experience translating operational metrics into actionable improvements
Experience using project management or workflow coordination tools (such as Asana or similar platforms)
Highly organized with strong attention to detail and follow-through
Service-oriented leader with strong interpersonal and relationship-building skills
Operationally focused with a mindset that focuses on continual improvement
Comfortable balancing people leadership and hands-on execution
Calm and solutions-focused under pressure
Takes ownership and results-oriented
Collaborative and able to adapt in fast-paced environments
Clear and professional written communication
High attention to detail when managing operational workflows and deliverables

Nice To Haves

Experience in mortgage, lending, or financial services is preferred but not required

Responsibilities

Manage and optimize the internal marketing request workflow, ensuring requests are submitted with complete information, prioritized, assigned, and completed efficiently
Oversee ticketing system (ZenDesk) performance and SLA adherence, including first response time, resolution time, ticket turnaround, and reopen rates
Lead, coach, and support a team of Marketing Coordinators to drive quality output and consistent service delivery
Coordinate marketing request execution including flyers, presentations, social media content, and related marketing collateral
Build strong working relationships with Area Managers, Branch Managers, Loan Officer production leadership, and compliance partners to understand needs and maintain clear expectations
Serve as the primary escalation point for complex or sensitive requests requiring advanced problem-solving or stakeholder management
Monitor ticket volume trends and operational metrics to identify process improvements and workflow efficiencies
Leverage project management tools (including Asana) to improve visibility, coordination, and accountability across requests
Develop KPI-driven reporting to track productivity, service performance, and internal satisfaction
Establish and document best practices, standards, and SOPs to support scalable and consistent marketing workflows