Customer Engagement Agency Operations Lead

The Customer Engagement Agency Operations Lead helps GM turn customer engagement strategy into coordinated, high-quality execution. This role leads the operating model that connects GM Customer Engagement, Foundational Experiences & Integration, Channel Strategy, Channel Operations, brand teams, and external agency partners so the right work is prioritized, the right teams are engaged, and initiatives move from idea to activation with clarity and momentum. You will shape intake and prioritization, clarify roles and handoffs, improve workflow visibility, and establish practical governance routines that help teams make faster decisions, manage risk, and deliver consistently across channels. As a key connector across business, technology, operations, analytics, creative, and agency stakeholders, you will build trusted working relationships, surface dependencies and roadblocks early, and translate ambiguity into actionable plans. What You’ll Do : Partner with agency leads and internal owners to define and evolve ways of working, including role alignment, decision rights, handoffs, service boundaries, escalation paths, and success measures. Manage the operating rhythm for key agency relationships, including planning sessions, status and risk reviews, prioritization forums, retrospectives, and periodic business reviews. Coordinate agency planning, scopes of work, resource and capacity discussions, deliverables, dependencies, and documentation to support partnership performance and accountability. Map and continuously improve end-to-end customer engagement workflows from intake and briefing through prioritization, approvals, production, quality assurance, launch, reporting, and retrospective. Own practical standards for SOPs, workflow documentation, process maps, one-pagers, training decks, meeting charters, and other enablement materials; establish repeatable methods for governing process knowledge. Lead process deep dives, recurring effectiveness reviews, and end-to-end process improvement initiatives that identify roadblocks and improve accountability, decision speed, adoption, and operational consistency. Design and implement CRM governance and intake practices, incorporate new capabilities and channels into workflow standards, define cross-agency creative-audit workflows, and support training, communications, and stakeholder enablement. Your Skills & Abilities (Required Qualifications): 6+ years of experience in CRM, lifecycle marketing, marketing operations, program or project management, customer engagement, or a related field. Bachelors degree required. Demonstrated flexibility and curiosity to take on new challenges, learn quickly, and adapt to evolving priorities. Working knowledge of CRM principles and capabilities, with the ability to identify opportunities to improve strategy, adoption, and ongoing advancement. Proven experience designing, documenting, and improving complex, cross-functional business processes. Strong program management skills, including prioritization, dependency management, status tracking, risk identification, and follow-through. Ability to translate ambiguity into clear workflows, ownership models, governance practices, and actionable next steps. Experience working across marketing, creative, technology, operations, analytics, and agency environments. Strong facilitation, stakeholder management, communication, and executive storytelling skills. Ability to create clear and polished process maps, training materials, one-pagers, meeting charters, and leadership updates. Strong attention to detail with the ability to manage numerous concurrent initiatives without losing sight of strategic priorities. Sound judgment in handling governance, access, ownership, contractual boundaries, data dependencies, and process exceptions. What Will Give You A Competitive Edge (Preferred Qualifications): Experience leading agency operating models, including handoffs, service boundaries, workflow