Program Manager, Martech Operations & Governance

What You'll Be Doing Intake & Demand Management

• Own and manage a centralized intake process for Martech, analytics, tagging, measurement, tracking, and privacy-related requests.

• Establish standardized request submission requirements, including business justification and supporting information.

• Triage incoming requests and ensure they are routed to the appropriate technical or business teams.

• Define and maintain intake service levels and prioritization frameworks.

• Reduce dependency on ad hoc, email-driven work intake by establishing structured workflows.

• Monitor demand trends and identify opportunities to improve operational efficiency.

Program Governance

• Establish and manage governance processes across Martech, Analytics, Measurement, and related technology initiatives.

• Maintain visibility across a portfolio of enhancements, investigations, operational requests, and issues.

• Lead recurring governance reviews, backlog prioritization sessions, and operational planning meetings.

• Track dependencies across internal teams, technology partners, vendors, and external stakeholders.

• Identify and escalate risks, blockers, resource constraints, and delivery concerns.

• Ensure initiatives have clear ownership, timelines, priorities, and expected outcomes.

Stakeholder Management

• Serve as the primary communication and coordination lead for operational requests.

• Provide regular status updates to Marketing, Analytics, Product, Engineering, regional stakeholders, leadership, and external partners.

• Coordinate cross-functional discussions across multiple business units, regions, and brands.

• Drive alignment on priorities, timelines, dependencies, and resource requirements.

• Facilitate communication between technical teams and business stakeholders to ensure expectations are clearly understood.

Issue & Incident Management

• Maintain a centralized log of operational issues, data-quality concerns, tagging issues, and other Martech-related incidents.

• Track investigation progress, ownership, dependencies, and resolution timelines.

• Coordinate resolution efforts across internal teams and external partners.

• Manage stakeholder communications during critical data-quality, analytics, tagging, or measurement incidents.

• Ensure root-cause analysis, resolutions, and lessons learned are documented.

• Identify recurring issues and recommend process or technology improvements to prevent future incidents.

Vendor & Partner Coordination

• Coordinate activities and deliverables across Martech technology vendors, implementation partners, agencies, and other external stakeholders.

• Track vendor deliverables, action items, milestones, and dependencies.

• Establish clear accountability for external partners and ensure timely follow-up.

• Escalate vendor risks, delays, and delivery issues when required.

• Support effective collaboration between internal technical teams and external partners.

Reporting & Operational Metrics

• Develop and maintain operational reporting and dashboards covering:

• Intake volume and demand

• Open backlog

• Service-level performance

• Request turnaround and resolution times

• Resource utilization

• Vendor performance

• Regional demand trends

• Open risks and escalations

• Provide regular executive reporting highlighting delivery progress, operational risks, unresolved issues, and strategic recommendations.

• Use operational data to identify trends, bottlenecks, and opportunities for process improvement.

What You'll Bring • 7+ years of experience in program/project management, technology operations, Martech, analytics, or related fields.

• Proven experience managing complex, enterprise-scale technology, digital, or marketing programs.

• Strong understanding of Martech and digital analytics , including GA4, tag management, server-side tagging, media tags/pixels, e-commerce tracking, and digital measurement.

• Experience with data collection, tracking, data quality, privacy, consent management, and digital governance.

• Proven ability to build intake processes, prioritization frameworks, governance models, and operational workflows .

• Experience developing dashboards, KPIs, executive reporting, and performance metrics.

• Strong organizational and problem-solving skills with the ability to manage multiple workstreams, dependencies, and competing priorities.

• Experience working with senior leadership, Marketing, Analytics, Product, Engineering, Privacy, vendors, agencies, and external partners.

• Excellent communication, stakeholder management, facilitation, negotiation, and conflict-resolution skills.

• Ability to translate complex technical concepts into clear business communications and drive scalable process improvements.

Salary Range • $120,000 - $130,000 (CAD)