Director of Marketing Operations

DIRECTOR OF MARKETING OPERATIONS & PERFORMANCE

FULL-TIME | ON-SITE | CHARLOTTE, NC

POSITION OVERVIEW:

Our client, a rapidly growing multi-unit healthcare organization, is seeking a highly analytical Director of Marketing & Performance Operations to lead marketing execution, operating discipline, and performance visibility across the business. This role is built for a hands-on operator who can translate marketing activity into measurable patient growth, tighter funnel performance, and stronger return on spend.

This leader will oversee channel execution, vendor management, reporting accuracy, systems alignment, and conversion performance across a complex location-based model. The role's focus is not on brand development or creative leadership. Instead, this person will be responsible for driving accountability across acquisition efforts, improving conversion at every stage of the funnel, and ensuring that marketing data supports sound business decisions. This role reports to the VP of Growth and partners closely with internal leadership, call center teams, sales operations, and external agency partners.

JOB DUTIES:

• Lead day-to-day oversight of performance marketing programs across paid and traditional channels, including agency and vendor coordination.
• Monitor and improve key acquisition metrics, including cost per lead, cost per booked appointment, cost per arrival, and cost per patient start.
• Create visibility across the full conversion path from lead generation through booked appointments, attended visits, and patient starts.
• Identify weak points in market-level performance and recommend practical adjustments to improve efficiency and results.
• Partner with call center leadership to strengthen booking rates, reduce fallout, and improve show performance
• Build and maintain a consistent reporting rhythm for funnel health, channel performance, and market trends.
• Oversee marketing operations infrastructure, including CRM alignment, systems connectivity, and reporting continuity across platforms.
• Ensure clean data flow between media sources, tracking tools, CRM systems, call center inputs, and executive reporting.
• Identify breakdowns in attribution, reporting, or process handoff and implement corrective actions.
• Evaluate and streamline the current vendor mix, holding outside partners accountable to service expectations, testing discipline, and budget stewardship.
• Lead regular business reviews with agency and vendor partners, including KPI tracking, performance trends, and optimization priorities.
• Provide standardized dashboards and performance insights to field stakeholders across the system.
• Support rollout of local marketing best practices and flag recurring operational issues to executive leadership.
• Reinforce clear expectations around performance, reporting discipline, and system-wide marketing effectiveness.
• Measure marketing efficiency against business outcomes, including spend productivity, funnel conversion, and contribution to revenue growth.

REQUIREMENTS:

• Bachelor’s degree in Marketing, Business, Communications, or a related field, or equivalent professional experience.
• 7-12 years of experience in performance marketing, marketing operations, growth marketing, or a closely related discipline.
• Experience in multi-location, franchise, healthcare, or other distributed operating environments strongly preferred.
• Demonstrated success managing acquisition programs with a strong grasp of conversion performance and cost efficiency.
• Strong understanding of funnel analytics, cohort analysis, attribution, and customer economics, including CAC, LTV, and payback.
• Experience managing agency partners, media vendors, and outside service providers with clear performance expectations.
• Strong analytical skills with the ability to turn data into decisions, action plans, and operating improvements.
• Experience partnering cross-functionally with sales, operations, contact center, and executive stakeholders.
• Comfort working in a high-accountability, growth-oriented business environment with clear expectations around performance.
• Ability to distinguish between strategic direction and operational execution, while owning execution with consistency and rigor.

Preferred Technical Experience:

• CRM platforms, including Salesforce or similar systems.
• Marketing attribution and reporting tools.
• Dashboard development and funnel performance reporting.
• Paid media channel reporting across digital and traditional media.
• Exposure to call center performance metrics and conversion workflows.
• Experience in regulated or compliance-sensitive marketing environments.

Fully On-site Charlotte, NC. Travel as needed for meetings, vendor reviews, and market support.

This Search is Managed by Kat Rutherford