Tech Operations Manager

Join our Adoption & Product Enablement team and take ownership of how the world's most admired brands configure, adopt, and get value from our product. If you thrive at the intersection of deep technical product knowledge and people leadership and you're equally comfortable architecting the right solution, guiding a client toward the best approach, and developing a team, we have the perfect opportunity for you.

What will your day look like?

As a Tech Operations Manager, your days will balance technical product enablement with team leadership. You'll act as the authority on our product's configuration and setup; translating client needs into the right approach, while safeguarding a consistent, standardized way of working across all clients. You'll act as a thoughtful gatekeeper for our product standards, knowing when to challenge a request and how to redirect it toward a more scalable, maintainable solution. A big part of this is bringing people along with you, clearly explaining the trade-offs and the thinking behind the path you recommend.

Alongside this, you'll set the strategy and direction for the team, manage day-to-day operations, and own escalation for incidents. You'll handle specific client requests, run 1-1s and performance reviews, and create an environment where your team can do their best work. Each day, you'll move fluidly between hands-on product guidance and the leadership that keeps the team aligned, motivated, and delivering.

Who are you going to work with?

You'll work closely with your team of Product Specialists, as well as with Product Owners, Developers, Technical Project Managers, and client-facing colleagues. You'll be a trusted point of contact for clients on product setup and enablement, and an escalation partner for stakeholders across the business. We foster diversity and give you the autonomy to shape how your team operates while supporting your growth as a leader.

What do you bring to the table?

You are a confident, detail-oriented, and decisive individual who balances technical rigor with strong people skills. You can hold a standard, communicate the "why" behind a decision, and bring a team along with you. Additionally, you possess the following qualifications:

• Proven experience in a product specialist, technical project management, or product enablement role, with deep knowledge of product configuration and setup.

• Demonstrated ability to define and uphold a standardized product approach across multiple clients, including the confidence to decline or reshape out-of-scope requests.

• People management experience, including setting team strategy, running 1-1s, and conducting performance reviews.

• Experience owning incident escalation and managing competing priorities under pressure.

• Strong stakeholder and client-facing communication skills, with the ability to explain technical decisions to both technical and non-technical audiences.

• Adaptability to excel in a distributed, multicultural team setting.

Preferably, you also have:

• Experience with CRM, Marketing Automation, or Personalization platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze).

• A track record of improving product adoption, onboarding, or enablement processes at scale.

• Experience defining best practices, documentation, or governance frameworks for a product.

• A background that combines individual technical contribution with team leadership.

• Familiarity with working in an agency, consultancy, or technology Center of Excellence environment.

A leader in personalized customer experiences

MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

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