At NerdWallet, we’re on a mission to bring clarity to all of life’s financial decisions and every great mission needs a team of exceptional Nerds. We’ve built an inclusive, flexible, and candid culture where you’re empowered to grow, take smart risks, and be unapologetically yourself (cape optional). Whether remote or in-office, we support how you thrive best. We invest in your well-being, development, and ability to make an impact because when one Nerd levels up, we all do.

NerdWallet is looking for a CRM Operations Manager to own the end-to-end execution of automated email and push campaigns that drive engagement across our customer lifecycle. As our CRM program continues to scale, we need an operations manager who can build and launch complex campaigns, sharpen our team’s processes, and ensure our marketing technology stack is running at its best.

In this role, you’ll be responsible for campaign builds, workflow automation, audience segmentation, and CRM platform administration. You’ll work closely with CRM strategists to translate campaign ideas into flawless execution: designing the technical architecture, setting up targeting logic, and implementing personalization at scale. As the primary administrator of our CRM and marketing technology stack, you’ll become an expert on the platforms and leverage features to optimize quality and efficiency. You’ll also be a key driver of operational excellence: building out scalable processes, maintaining QA standards, and enabling the CRM team with the tools, governance, and guidance needed for the program’s success.

This role reports to the Senior CRM Operations Manager.

WHERE YOU CAN MAKE AN IMPACT:

– Build and launch with precision – Design, build, and deploy automated email and push campaigns, complex multi-step workflows, and audience segments that reach the right users at the right moments across the customer lifecycle from onboarding through re-engagement.

– Personalize the customer experience – Serve as a hands-on expert in our CRM platform (Iterable), implementing personalization logic using user and catalog data, configuring triggers and dynamic content, and ensuring every campaign is set up correctly before it goes out the door.

– Drive operational excellence – Develop, document, and enforce best practices and workflows for CRM operations. You’ll maintain and continuously refine our QA processes to ensure campaigns launch accurately, on time, and in compliance with data privacy requirements.

– Maintain channel health – Build and maintain automated alerting systems that allow the team to detect and respond to campaign issues quickly. Monitor email deliverability, maintain IP health, and proactively surface recommendations for improvement.

– Elevate the team’s capabilities – Become the go-to resource for CRM tooling and platform capabilities. Evaluate new tools and technologies, develop repeatable processes to improve team efficiency, and partner with third-party vendors to troubleshoot and resolve technical issues.

– Enable experimentation – Operationalize A/B testing and audience experimentation frameworks, ensuring the team can run tests reliably and extract meaningful results to drive continuous improvement.

– Collaborate cross-functionally – Partner closely with CRM strategy, Analytics, Product, Engineering, and Creative teams to ensure campaigns are technically feasible, properly instrumented, and delivered on schedule.

YOUR EXPERIENCE:

We recognize not everyone will meet all of the criteria. If you meet most of the criteria below and you’re excited about the opportunity and willing to learn, we’d love to hear from you.

Technical Skills:

– CRM Platform Expertise: Extensive hands-on experience with at least one major email service provider, ideally Iterable or Braze. You can build sophisticated workflows, manage data integrations, and serve as a platform administrator for the broader team.

– Personalization & Dynamic Content: Strong experience implementing personalization logic using user attributes, behavioral data, and catalog data, including templating languages such as Handlebars, Liquid, or AMPscript.

– Data & Segmentation: Solid understanding of data structures and segmentation logic. Ability to interpret customer data and identify the right audiences for targeting.

– HTML/CSS: Proficient in HTML and CSS for building and troubleshooting email templates.

– API & Integrations: Familiarity with API integrations and webhooks used to connect marketing tools and data sources.

Soft Skills:

– Problem-Solving: Excellent problem-solving skills to troubleshoot technical issues, data discrepancies, and campaign-related challenges.

– Process Optimization: A knack for identifying inefficiencies and developing new processes, workflows, and best practices to improve operational excellence.

– Attention to Detail: Meticulous attention to detail is crucial for ensuring campaign accuracy, data integrity, and regulatory compl