Program Manager, Martech Operations & Governance

Job description

## The Opportunity ShyftLabs is seeking an experienced **Program Manager, Martech Operations & Governance** to establish and manage operational governance across a complex Martech, Analytics, Tagging, Privacy, and Measurement ecosystem. This role will serve as a central point of coordination across Marketing, Analytics, Product, Engineering, Privacy, regional stakeholders, and external technology partners. The primary objective is to create scalable processes for **intake, prioritization, communication, issue management, and operational governance**, enabling technical teams to remain focused on delivery while providing stakeholders with clear visibility into priorities, timelines, risks, and progress. The ideal candidate is an experienced program manager with a strong understanding of Martech and digital analytics environments, excellent stakeholder management skills, and a proven ability to establish structured processes within complex enterprise organizations. ### What You'll Be Doing ### Intake & Demand Management - Own and manage a centralized intake process for Martech, analytics, tagging, measurement, tracking, and privacy-related requests. - Establish standardized request submission requirements, including business justification and supporting information. - Triage incoming requests and ensure they are routed to the appropriate technical or business teams. - Define and maintain intake service levels and prioritization frameworks. - Reduce dependency on ad hoc, email-driven work intake by establishing structured workflows. - Monitor demand trends and identify opportunities to improve operational efficiency. ### Program Governance - Establish and manage governance processes across Martech, Analytics, Measurement, and related technology initiatives. - Maintain visibility across a portfolio of enhancements, investigations, operational requests, and issues. - Lead recurring governance reviews, backlog prioritization sessions, and operational planning meetings. - Track dependencies across internal teams, technology partners, vendors, and external stakeholders. - Identify and escalate risks, blockers, resource constraints, and delivery concerns. - Ensure initiatives have clear ownership, timelines, priorities, and expected outcomes. ### Stakeholder Management - Serve as the primary communication and coordination lead for operational requests. - Provide regular status updates to Marketing, Analytics, Product, Engineering, regional stakeholders, leadership, and external partners. - Coordinate cross-functional discussions across multiple business units, regions, and brands. - Drive alignment on priorities, timelines, dependencies, and resource requirements. - Facilitate communication between technical teams and business stakeholders to ensure expectations are clearly understood. ### Issue & Incident Management - Maintain a centralized log of operational issues, data-quality concerns, tagging issues, and other Martech-related incidents. - Track investigation progress, ownership, dependencies, and resolution timelines. - Coordinate resolution efforts across internal teams and external partners. - Manage stakeholder communications during critical data-quality, analytics, tagging, or measurement incidents. - Ensure root-cause analysis, resolutions, and lessons learned are documented. - Identify recurring issues and recommend process or technology improvements to prevent future incidents. ### Vendor & Partner Coordination - Coordinate activities and deliverables across Martech technology vendors, implementation partners, agencies, and other external stakeholders. - Track vendor deliverables, action items, milestones, and dependencies. - Establish clear accountability for external partners and ensure timely follow-up. - Escalate vendor risks, delays, and delivery issues when required. - Support effective collaboration between internal technical teams and external partners. ### Reporting & Operational Metrics - Develop and maintain operational reporting and dashboards covering: - Intake volume and demand - Open backlog - Service-level performance - Request turnaround and resolution times - Resource utilization - Vendor performance - Regional demand trends - Open risks and escalations - Provide regular executive reporting highlighting delivery progress, operational risks, unresolved issues, and strategic recommendations. - Use operational data to identify trends, bottlenecks, and opportunities for process improvement. ### What You'll Bring - 7+ years of experience in program/project management, technology operations, Martech, analytics, or related fields. - Proven experience managing complex, enterprise-scale technology, digital, or marketing programs. - Strong understanding of **Martech and digital analytics**, including GA4, tag management, server-side tagging, media tags/pixels, e-commerce tracking, and digital measurement. - Experience with data collection, tracking, data quality, privacy, consent management, and digital governance. - Proven ability to build **intake processes, prioritization frameworks, governance models, and operational workflows**. - Experience developing dashboards, KPIs, executive reporting, and performance metrics. - Strong organizational and problem-solving skills with the ability to manage multiple workstreams, dependencies, and competing priorities. - Experience working with senior leadership, Marketing, Analytics, Product, Engineering, Privacy, vendors, agencies, and external partners. - Excellent communication, stakeholder management, facilitation, negotiation, and conflict-resolution skills. - Ability to translate complex technical concepts into clear business communications and drive scalable process improvements. ### Salary Range - $120,000 - $130,000 (CAD)