About the Role

FreshBooks is seeking a Marketing Operations Manager who pairs deep technical expertise with a passion for operational excellence and continuous improvement. Reporting to the Director of Strategy & Marketing Operations, you will be a key contributor in an agile environment focused on maximizing our impact and building durable systems that help us scale. We are looking for a proactive technical professional who is energized by refining workflows and identifying efficiencies that help our FreshBooks team move quickly. While you excel at the day-to-day execution of sophisticated customer journeys, you are also a curious thinker who explores new tools and automation – including the thoughtful application of AI – to continuously evolve.

In this role, you’ll partner with Lifecycle, Growth, and Product Marketing to translate complex strategies into seamless executions. As a team player, you take pride in high-quality delivery while naturally identifying impactful ways to make our shared processes run smoothly. Whether you’re leveraging SQL for advanced segmentation or collaborating to refine a campaign lifecycle, your goal is to drive operational maturity and ensure our marketing engine runs optimally for the entire team.

What You'll Do

1. Platform Execution & Omnichannel Orchestration

Campaign & Journey Execution: Act as a key technical point of contact for our Marketing Automation Platforms (primarily SFMC and Pardot). You will lead the end-to-end setup of ad-hoc sends, complex customer journeys, and automated triggers, translating business requirements into scalable technical solutions.
Asset Development: Code and deploy responsive HTML/CSS emails and landing pages; leverage dynamic content (such as AMPscript) to drive deep personalization at scale.
Data-Driven Segmentation: Utilize SQL and advanced logic to build sophisticated audience segments, ensuring the right message reaches the right user at the right time.
In-App Orchestration: Manage the execution of in-app experiences using Pendo, including the creation of guides, funnels, and user paths to support a cohesive customer journey.
Governance & Troubleshooting: Support marketing automation integrations and platform governance in collaboration with the wider Ops team. Resolve execution issues related to HTML rendering, tracking parameters, and data flow.

2. Performance & Governance

Insights & Reporting: Track campaign performance and generate actionable reporting to provide optimization recommendations for marketing and sales initiatives.
Data Health & Privacy: Manage unsubscribe synchronization and ensure all data handling remains compliant with global privacy laws (GDPR/CASL) and PII best practices.
Workflow Refinement & Innovation: Proactively identify bottlenecks in our build processes. You’ll suggest and implement practical solutions – including the thoughtful use of AI and automation – to reduce manual effort and improve time-to-market.
Operational Documentation: Enhance and maintain existing technical blueprints and process roadmaps to align with updated company standards for software and technical workflows, ensuring a consistent “source of truth”.

3. Team Collaboration & Partnership

Agile Participation: Operate within an Agile framework, participating in sprints and independently managing project milestones from kick-off to delivery.
Cross-Functional Partnership: Act as a reliable technical partner for stakeholders, providing guidance on campaign feasibility and helping translate marketing goals into actionable execution plans.
MarTech Roadmap & Integration: Partner with cross-departmental stakeholders to support the strategy, planning and effective integration of marketing infrastructure within FreshBooks' tech stack.
Technical Advocacy & Change Management: Promote the adoption of new tools and methodologies by sharing best practices and helping peers across the business navigate technical changes.
Other duties may be assigned.

What You'll Bring

3-5 years of technical proficiency in SQL, HTML, and CSS is required. You should be comfortable coding responsive assets and querying data tables from scratch.
Typically requires a University or College Degree.
Deep technical expertise in a Tier-1 Marketing Automation Platform (Salesforce Marketing Cloud is preferred, but we are open to experts in Marketo, Braze, or HubSpot who can adapt quickly).
Familiarity with dynamic content logic (e.g., AMPscript, Liquid, or similar) and an understanding of API-driven integrations.
Solid grasp of email marketing concepts, including lead generation, nurture campaigns, sender reputation, and deliverability.
Skilled in data analysis and results measurement; partners with data teams to translate complex datasets into actionable business strategies.
Proven experience in high-growth environments, with a track record of refining processes to improve team delivery times and scalability.
A demonstrable interest in how AI and automation can be applied to streamline Marketing Operations.
Demonstrated ability to manage timelines, solve technical blockers creatively, and excel in an agile, fast-paced setting.
Proven track record of working effectively with cross-functional stakeholders to translate strategy into technical execution.
Dedicated to providing peer support, sharing knowledge, and fostering a culture of collective success through constructive feedback.
Ability to communicate complex technical projects clearly to various audiences, adapting your style to ensure alignment and build buy-in.
Flexible and adaptable; comfortable navigating change and continuous learning in an evolving tech stack.

You'll Stand Out If You Have

Salesforce Marketing Cloud and/or Pardot certifications.
Experience with Pendo for in-app messaging, guides, user path analysis, and notification governance that promotes positive customer experiences.
Familiarity with G-Suite, Slack, Jira, Zendesk, and Litmus.

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