Marketing Operations Manager

Our team is redefining the industry - and creating a culture of excellence.Founded in 2011, Atlantic Coast Mortgage embodies a people-first culture rooted in commitment, character, and innovation. What began as a small team has grown into a thriving organization where our people remain the driving force behind our mission to redefine the mortgage industry. We believe individuals do their best work in an environment designed for success-and we're proud to be recognized by The Washington Post as a Top Workplace. As we continue to grow, we're not just hiring employees-we're looking for driven, energetic, and creative problem-solvers. If that sounds like you, and you're ready to build your career with a company committed to making meaningful change in our industry, we'd love to connect.Position SummaryWe are seeking a Marketing Operations Manager to lead our internal customer experience and marketing support for internal customers. This role is responsible for ensuring marketing requests are handled efficiently, professionally, and with a high level of service. You will oversee our marketing ticket system, manage a small team of Marketing Coordinators, and work closely with Area and Branch Managers to understand their needs and priorities.In simple terms, you will make sure our internal customers get the marketing support they need, when they need it, while maintaining clear expectations, strong communication, and consistent follow-through, while building rapport.The ideal candidate is highly organized, capable of building systems and processes, people-focused, and comfortable navigating complex situations with professionalism and confidence.This is a mid-level role that combines team leadership with hands-on operational responsibility.Key ResponsibilitiesManage and optimize the internal marketing request workflow, ensuring requests are submitted with complete information, prioritized, assigned, and completed efficientlyOversee ticketing system (ZenDesk) performance and SLA adherence, including first response time, resolution time, ticket turnaround, and reopen ratesLead, coach, and support a team of Marketing Coordinators to drive quality output and consistent service deliveryCoordinate marketing request execution including flyers, presentations, social media content, and related marketing collateralBuild strong working relationships with Area Managers, Branch Managers, Loan Officer production leadership, and compliance partners to understand needs and maintain clear expectationsServe as the primary escalation point for complex or sensitive requests requiring advanced problem-solving or stakeholder managementMonitor ticket volume trends and operational metrics to identify process improvements and workflow efficienciesLeverage project management tools (including Asana) to improve visibility, coordination, and accountability across requestsDevelop KPI-driven reporting to track productivity, service performance, and internal satisfactionEstablish and document best practices, standards, and SOPs to support scalable and consistent marketing workflowsQualifications and ExperienceExperience managing high-volume request or service workflows in marketing, customer success, operations, or related environmentsProven people management experience leading small teams (1-3 person team)Strong operational mindset with experience managing ticketing systems, SLAs, or workflow processesExperience working within ticketing systems such as Zendesk or comparable workflow platformsAbility to manage competing priorities while maintaining strong service levelsExcellent communication and relationship-building skills, particularly with sales-focused stakeholdersStrong problem-solving skills with the ability to handle challenging situations and personalities professionallyExperience translating operational metrics into actionable improvementsExperience using project management or workflow coordination tools (such as Asana or similar platforms)Highly organized with strong attention to detail and follow-throughExperience in mortgage, lending, or financial services is preferred but not requiredCore CompetenciesService-oriented leader with strong interpersonal and relationship-building skillsOperationally focused with a mindset that focuses on continual improvementComfortable balancing people leadership and hands-on executionCalm and solutions-focused under pressureTakes ownership and results-orientedCollaborative and able to adapt in fast-paced environmentsClear and professional written communicationHigh attention to detail when managing operational workflows and deliverables