Why This Job is Featured on The SaaS Jobs
Growth Marketing Operations roles are often where SaaS marketing becomes a production system, and this listing sits squarely in that reality. The focus on error management, incident response, and campaign quality across interconnected platforms reflects the operational maturity required when lifecycle messaging runs at high volume and high consequence. The mention of tooling such as Iterable and Salesforce signals a modern SaaS martech stack where reliability and data integrity directly shape customer experience.
From a SaaS career perspective, the work builds durable operating muscle in areas that transfer across product-led and sales-led environments: post-incident learning loops, root cause analysis, and preventative guardrails that reduce repeat failures. The role also highlights a shift toward AI-enabled QA and monitoring, offering exposure to how SaaS teams are redesigning operational workflows to move from manual checks to scalable oversight and observability.
This position tends to suit professionals who enjoy being close to the details while still influencing how work gets done across functions. It favors a working style that is structured and calm under ambiguity, with comfort translating technical findings into business impact for partners in product and engineering. It also aligns with someone who wants responsibility without formal people management, using standards and enablement to raise consistency.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Job Description
ABOUT THE ROLE
Growth Marketing Operations (GROMO) ensures accurate, reliable execution of high-volume, multi-channel marketing deployments that support enrollment and lifecycle engagement. We operate within a complex marketing technology ecosystem and deliver personalized member communications through tightly integrated platforms and data flows.
We are hiring an Operations Manager to lead our error management function, provide hands-on QA surge support for complex deployments, and accelerate our evolution into an AI-first quality culture. The ideal candidate combines strong technical fluency with operational discipline and high-stakes stakeholder leadership.
In this role, “player/coach” means you will personally execute critical QA and incident response work while also strengthening the broader team through standards, enablement, and scalable operating mechanisms—without formal people management responsibilities.
This role will partner closely with GROMO leaders across Quality Assurance, Technical Operations, and Project/Strategy, as well as our core cross-functional partners: MarTech Engineering and Growth Product.
WHAT YOU’LL ACCOMPLISH (aka Outcomes)
Own the end-to-end error management process, including intake, triage, severity assessment, escalation, containment coordination, RCA facilitation, and follow-through tracking.
Lead structured, blameless post-incident investigations and produce clear root cause analysis that translates into durable upstream fixes and prevention guardrails.
Serve as the operational lead for incident and issue communication with cross-functional partners, including client-facing stakeholders, translating technical findings into clear business impact, timelines, and resolution plans.
Provide hands-on QA execution and surge support during high-volume and high-risk periods, performing end-to-end validation of complex campaigns including segmentation logic, HTML rendering, dynamic personalization, and platform-level behavior in Iterable and Salesforce.
Partner closely with the Troubleshooter function to standardize intake, reduce time-to-resolution, improve escalation quality, and decrease repeat issue volume through systemic prevention work.
Champion adoption of AI tools and AI-enabled workflows to automate routine validation, anomaly detection, and RCA support, shifting QA work from manual checking to higher-leverage oversight.
Build practical team enablement that increases technical depth and consistency across QA execution, including reusable templates, checklists, investigation guides, and AI workflow examples.
Partner with MarTech Engineering to implement technical guardrails such as automated validation, monitoring/observability improvements, and preflight checks that prevent errors before deployment.
Partner with Growth Product to surface systemic risk, inform requirements and rollout plans, and reduce quality escapes through scalable product and platform design.
Develop reporting and dashboards that provide visibility into error trends, severity, recurrence, time-to-resolution, and prevention effectiveness, enabling accountability and prioritization across teams.
Identify operational friction points and recurring failure modes and drive continuous improvement efforts that increase throughput while preserving quality and compliance.
REQUIRED QUALIFICATIONS
Bachelor’s degree in Marketing Operations, Computer Science, Business, Operations or a related technical field
6+ years of experience in Marketing Operations, Quality Operations, Technical Operations, or a closely related operational domain.
Demonstrated ownership of error/incident management processes, including investigation leadership and cross-functional follow-through.
Strong technical fluency across marketing technology ecosystems, including experience operating in platforms such as Iterable and Salesforce.
Proficiency in SQL for segmentation validation and data sanity-checking.
HTML/CSS fluency for template troubleshooting and rendering validation.
Demonstrated strong ability to lead critical conversations with non-technical stakeholders and translate technical issues into clear, executive-ready communication, particularly under pressure, delivering accurate information quickly.
Proven ability to drive accountability and outcomes through influence across multiple partner teams.
Proven operational agility with demonstrated ability to switch seamlessly between strategic leadership and tactical execution.
PREFERRED QUALIFICATIONS
Experience implementing AI/LLM tools into operational workflows to improve speed, accuracy, and scalability.
Experience partnering with engineering and product teams on prevention guardrails, validation automation, and observability.
Scripting or automation experience (e.g., Python, JavaScript, Google Apps Script) in support of operational quality improvements.
Experience operating in regulated or privacy-forward environments and applying rigorous validation standards in production workflows.
Familiarity with tools such as Asana, Jira, and data visualization platforms (e.g., Looker, Tableau, Mode)
About Hinge Health
Hinge Health is building the world’s most patient-centered Digital Musculoskeletal (MSK) Clinic™. It is now the leading Digital MSK Clinic, used by four in five employers and 90% of health plans with a digital MSK solution. Hinge Health reduces MSK pain, surgeries, and opioid use by pairing advanced wearable sensors and computer vision technology with a comprehensive clinical care team of physical therapists, physicians, and board-certified health coaches. Hinge Health’s HingeConnect platform integrates with 1 million+ in-person providers and enables real-time interventions for elective MSK surgeries, driving proven medical claims reduction. Available to millions of members, Hinge Health is widely trusted by leading organizations, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, State of New Jersey, US Foods, and Verizon.
What You'll Love About Us
Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
Modern life stipends: Manage your own learning and development, physical well-being, and work-from-home needs with diverse stipends.
Culture and Engagement
Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Workday ID
JR1874
