Senior Director, Marketing Operations

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Role Overview

We are looking for a visionary Marketing Operations leader to serve as the strategic architect and AI transformation leader of our GTM engine. This is a high-impact people leadership role that bridges enterprise strategy, MarTech architecture, and the rapid modernization of Marketing Operations through AI. You will be the primary partner to the CMO and VP of Marketing Operations - defining the multi-year vision for a modern, AI-first operating model, leading and growing the team that delivers it, and extending that influence across the broader GTM Operations organization. Every system you architect, every agent you deploy, and every talent decision you make should compound into faster pipeline velocity, sharper attribution, and a measurable step-change in Marketing productivity.

Key Responsibilities

AI Transformation Leadership (Marketing & Broader GTM Ops)

• Serve as the senior AI transformation leader for Marketing Operations and a key AI voice across the broader GTM Operations org - setting the vision, roadmap, and operating model for an AI-first Marketing function.

• Architect the next generation of the MarTech stack with AI and agentic workflows at the core—identifying where agents, copilots, and predictive models replace manual work, compress cycle times, and unlock net-new capability, and where legacy tools should be sunset in their favor.

• Define and govern the AI operating framework for Marketing Ops: use-case prioritization, data readiness, model selection, human-in-the-loop review, risk/compliance guardrails, and measurement of ROI.

• Partner with Sales Ops, RevOps, IT, Data, and Legal to ensure Marketing's AI roadmap is interoperable with the broader GTM Ops transformation and adheres to enterprise data and privacy standards.

• Evangelize AI fluency across the Marketing organization - running enablement, establishing adoption metrics, and making AI a daily operating habit, not a side project.

Strategic Marketing Automation and AI

• Own executive-level strategy, governance, and execution for our Marketo instance, setting the architectural standards that broader Ops team execute against.

• Architect the enterprise Lead Nurture and lifecycle strategy - optimizing lead scoring, routing, and recycling to maximize sales velocity and reduce friction at every handoff.

• Define long-term database hygiene, segmentation, and purging strategies to optimize system performance, data quality, and contract economics.

• Lead deployment of AI across the MarTech stack (e.g., Marketo Dynamic Chat, predictive scoring, AI-powered content and campaign generation, intent signals) to automate high-volume manual work and deliver hyper-personalization at scale.

• Own the continuous review and rationalization of the MarTech stack - auditing each tool against adoption, effectiveness, and return, then adding, consolidating, or pruning platforms to fit a modern, AI-first Marketing operation.

Strategic Planning & GTM Alignment

• Lead the quarterly and annual Marketing Ops planning cycles, aligning capacity, systems investment, and program design with GTM pipeline targets.

• Advise Finance and leadership on MarTech investment decisions - building the business case for new platforms, renewals, and sunsets based on demonstrated return, utilization, and fit with the AI-first roadmap.

• Partner with Finance on the shape of Marketing investment - advising on where AI-driven efficiency should be reinvested into growth motions, without owning the departmental budget itself.

• Represent Marketing Operations in cross-functional strategy forums with Sales, RevOps, Product, and Customer Success to ensure the GTM data and workflow fabric is unified.

Team Leadership, Mentorship & Talent

• Lead, develop, and retain the existing Marketing Operations team - raising the bar on architectural thinking, AI fluency, and business impact.

• Recruit new talent aligned to the AI-first vision: AI/automation-native operators and a Marketing Ops team who can scale the function into its next chapter.

• Act as a senior mentor across the broader GTM Ops organization, providing architectural guidance, best-practice leadership, and a clear model for what AI-enabled operating looks like.

• Work closely with Technical Admins and Data Engineering to ensure the Marketo-to-SFDC sync and upstream data pipelines are fail-safe, observable, and documented.

Required Experience & Skills

• 15+ Years in Marketing/GTM Operations, with a meaningful portion in senior leadership and architectural roles.

• Proven AI Transformation Leadership - demonstrable record of modernizing a Marketing or GTM Ops function with AI, agents, and automation, not just piloting tools.

• Marketo Expert with deep command of the broader MarTech and GTMTech stack (SFDC, CDP, attribution, enrichment, intent).

• People Leader - track record of building, mentoring, and scaling high-performing Marketing Ops teams, including recruiting AI-native talent.

• Executive Communication - able to translate technical architecture and AI strategy into CMO-, CRO-, and Board-ready narratives.

• Strategic Systems Thinking - designs for the operating model, not just the tool; sees where Marketing Ops plugs into the broader GTM engine.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.