[Hiring] Senior Manager, SMS Operations @American Heart Association

Role Description

The American Heart Association has a great opportunity for a Senior Manager, SMS Operations. This position can be home based.

The Senior Manager, SMS Operations is responsible for the day-to-day execution, workflow management, compliance oversight, and performance optimization of the American Heart Association’s SMS and mobile messaging program. This role ensures SMS campaigns are deployed accurately, on time, and in alignment with enterprise priorities. The Manager operationalizes segmentation, consent management, personalization triggers, and campaign execution across fundraising, advocacy, event, and engagement initiatives.

This is a highly detail-oriented, systems-focused role that sits at the intersection of marketing operations, digital engagement, and compliance.

Responsibilities

• SMS Campaign Execution
  • Build, QA, schedule, and deploy SMS campaigns across fundraising, advocacy, events, and mission engagement initiatives
  • Manage campaign intake requests and ensure alignment with the omnichannel marketing calendar
  • Translate campaign briefs into segmented, compliant message deployments
  • Execute triggered and automated SMS journeys
  • Maintain deployment documentation, short codes, and campaign checklists
• Segmentation & Data Management
  • Build and manage audience segments using CRM and CDP data
  • Ensure proper list hygiene, suppression logic, and opt-in status accuracy
  • Monitor subscriber growth, engagement, and opt-out trends
  • Partner with CRM and data teams to resolve data integrity issues
• Compliance & Consent Management
  • Ensure compliance with TCPA, CTIA, and internal privacy policies
  • Manage opt-in, opt-out, and keyword workflows
  • Maintain documentation to support audit readiness
  • Partner with Legal, IT, and Brand teams on regulatory updates and message compliance
• Workflow & Process Optimization
  • Develop and maintain standard operating procedures (SOPs) for SMS execution
  • Improve efficiency within work management systems
  • Establish QA protocols to reduce deployment errors
  • Identify automation opportunities to improve speed, accuracy, and scalability
  • Build strong working relationships with cross-functional stakeholders
• Performance Monitoring & Reporting
  • Track and report on: Delivery rates, Click-through rates, Conversion rates, Revenue performance, and List growth and churn
  • Support A/B testing and ongoing campaign optimization
  • Provide performance insights and summaries to marketing and development leadership
• Platform & Vendor Management
  • Serve as day-to-day administrator for SMS platform(s)
  • Manage platform configuration and integrations
  • Troubleshoot technical issues in partnership with vendors, carriers, and IT
  • Support budget tracking and invoice management

Qualifications

• Bachelor's Degree in marketing, digital media, communications, or related field or equivalent experience.
• Five (5) years of experience in digital marketing operations, with hands-on SMS or mobile messaging execution
• Experience building audience segments using CRM and/or CDP platforms
• Working knowledge of TCPA and SMS compliance requirements
• Strong attention to detail and quality control
• Experience working in complex, cross-functional environments

Requirements

• Operational excellence and process discipline
• Data accuracy and quality assurance
• Strong organizational and project management skills
• Clear, effective communication across teams

Benefits

• The expected pay range is $80,000 - $100,000.
• Pay is commensurate with experience; geographic differentials to the pay range may apply.
• Compensation: Competitive base salary with regular market value reviews.
• Performance and Recognition: Rewards for achieving success through annual salary planning and incentive programs.
• Benefits: Wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program.
• Professional Development: Access to Employee Resource Groups (ERG) and Heart U, the Association’s national online university.
• Work-Life Harmonization: Minimum of 16 days Paid Time Off (PTO) per year and 12 paid holidays.
• Tuition Assistance: Financial assistance for further education and career development.