Manager, Email Quality Assurance - Lev (Remote) at Cognizant in Indianapolis, Indiana

Job Description:

ABOUT LEV:

Lev is a digital consultancy that works with marketers to level up their customer experience using Salesforce products.

We’re a marketing-focused consultancy that’s all about improving the customer experience. We weave strategy and expertise into every solution to level up customer engagement and drive marketing success. While Salesforce gives organizations the foundation and flexibility to power even the most complicated businesses, Lev helps you put plans into action so you can get the most out of your investment.

As a top Salesforce Partner, we’re building a team of marketing strategy experts that helps brands leverage Salesforce products to better connect with their customers. We have offices in Indiana and Arizona, and remote workers across the country and now we are expanding into the United Kingdom! We hire the best and brightest in the industry. Sound like you? Keep reading.

This position is available for Remote Candidates across the United States.

ABOUT THE POSITION: 

The Manager, Email Quality Assurance is responsible for maintaining Lev's high standard of excellence for our customers' email campaigns. In this role, you will be responsible for the growth and development of your team, managing escalations, monitoring and improving the team’s KPIs. Managers also carry a billable workload and are responsible for following a formal QA process to ensure every program and campaign is reviewed and approved to ensure accuracy before sending. Your role will be to constantly question our current systems and engagement workflows, identifying process improvements and driving them to fruition wherever possible.

RESPONSIBILITIES:          

• Manage a team of 3-7 QA Consultants with varying degrees of experience.  This is a critical role that is tasked with the health, happiness and effectiveness of their team.


• Provide career guidance, helping employees to identify and work towards career goals.


• Set and manage performance expectations with the team.


• Assist with project staffing, ensuring the workload of the team is balanced.


• Onboard and train new team members.


• Managers carry a billable workload as well, performing the same duties as a QA Consultant:
  
  
  
  • Build standard and customized QA reports for monitoring accuracy of all campaign work.
  
  
  • Enforce and improve the current campaign QA process both internally and to the external client.
  
  
  • Develop robust campaign documentation, including customer specific work instructions; update existing documentation as needed. 
  
  
  • Follow best practices and guidelines for ensuring the highest quality and accuracy of standard and ad hoc marketing campaigns.
  
  
  • Facilitate tracking of and communication on identified issues.
  
  
  • Suggest and implement refined/new best practices that can be adopted by the Lev Campaign Services team and campaign clients to help prevent recurrence of errors.
  
  
  • Conduct quality assurance reviews and other activities to ensure the accuracy and timeliness of email deployments. 
  
  
  • Identify quality issues prior to the work product being delivered to clients/vendors.
  
  
  • Monitor status and collaborate with the campaign development team to determine impacts and communicate status internally and to the client.
  
  
  • Build and test QA plan for a variety of Marketing Cloud technical solutions. 
  
  
  
  

OTHER RESPONSIBILITIES:

• Contribute to building Lev’s culture.


• Perform other duties as required and assigned.


• Support sales teams in opportunities by validating solutions and estimating effort.

EDUCATION AND/OR EXPERIENCE:

Required:

• BA/BS in Computer Science, IT, Writing, Literature, Marketing, or related field or equivalent experience.


• Experience within a marketing operations/campaign team environment.


• 3-5 years experience Testing and QA of email in multiple browsers and ISPs.


• Experience managing a team or acting as lead in a group of peers.

Preferred:

• Familiarity with Salesforce platforms, particularly Marketing Cloud.


• Familiarity with campaign management tools such as Asana or Basecamp equivalent.


• Beginner SQL proficiency.


• Experience with providing training, coaching, and mentorship to direct reports or peers.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to understand the diverse personalities of the team and to manage each team member in a way that is best for them.


• Comfort having tough or sensitive conversations around salary, workload, expectations, and areas of improvement.


• Ability to balance the needs of a team with the needs of clients.


• Managers should be experienced at a level similar to a Senior QA Consultant:
  
  
  
  • Demonstrated ability to self-manage and meet established deadlines.
  
  
  • Understanding of dynamic content and personalization.
  
  
  • Knowledge of email construction and best practices.
  
  
  • Ability to define and implement process improvements.
  
  
  • Excellent verbal and written communication skills, with the ability to present to technical and non-technical audiences.
  
  
  • Strong attention to detail.
  
  
  • Ability to lead and effectively manage technical discussions.
  
  
  • Ability to work in a fast-paced, deadline driven environment.
  
  
  • Highly efficient team player with the ability to also work independently.
  
  
  • Strong initiative to strive for continuous accuracy, quality, and timeliness of information.
  
  
  
  

Cognizant will not sponsor H-1B or other U.S. work authorization, or lawful permanent residence (otherwise known as a “Green Card”) for this role.