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 Summary

We 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 Responsibilities

• Manage and optimize the internal marketing request workflow, ensuring requests are submitted with complete information, prioritized, assigned, and completed efficiently
• Oversee ticketing system (ZenDesk) performance and SLA adherence, including first response time, resolution time, ticket turnaround, and reopen rates
• Lead, coach, and support a team of Marketing Coordinators to drive quality output and consistent service delivery
• Coordinate marketing request execution including flyers, presentations, social media content, and related marketing collateral
• Build strong working relationships with Area Managers, Branch Managers, Loan Officer production leadership, and compliance partners to understand needs and maintain clear expectations
• Serve as the primary escalation point for complex or sensitive requests requiring advanced problem-solving or stakeholder management
• Monitor ticket volume trends and operational metrics to identify process improvements and workflow efficiencies
• Leverage project management tools (including Asana) to improve visibility, coordination, and accountability across requests
• Develop KPI-driven reporting to track productivity, service performance, and internal satisfaction
• Establish and document best practices, standards, and SOPs to support scalable and consistent marketing workflows

Qualifications and Experience

• Experience managing high-volume request or service workflows in marketing, customer success, operations, or related environments
• Proven people management experience leading small teams (1–3 person team)
• Strong operational mindset with experience managing ticketing systems, SLAs, or workflow processes
• Experience working within ticketing systems such as Zendesk or comparable workflow platforms
• Ability to manage competing priorities while maintaining strong service levels
• Excellent communication and relationship-building skills, particularly with sales-focused stakeholders
• Strong problem-solving skills with the ability to handle challenging situations and personalities professionally
• Experience translating operational metrics into actionable improvements
• Experience using project management or workflow coordination tools (such as Asana or similar platforms)
• Highly organized with strong attention to detail and follow-through
• Experience in mortgage, lending, or financial services is preferred but not required

Core Competencies

• Service-oriented leader with strong interpersonal and relationship-building skills
• Operationally focused with a mindset that focuses on continual improvement
• Comfortable balancing people leadership and hands-on execution
• Calm and solutions-focused under pressure
• Takes ownership and results-oriented
• Collaborative and able to adapt in fast-paced environments
• Clear and professional written communication
• High attention to detail when managing operational workflows and deliverables