Guest Experience Operations Intern supporting hospitality operations and guest relations at GuestReady. Gaining hands - on experience while collaborating with teams in a dynamic, multicultural environment.
About the role
- Senior Platform Operations Manager at People Inc. overseeing email, SMS, push, and in-app notifications. Collaborating to ensure operational integrity and innovative marketing communication at scale.
Responsibilities
- Oversee day-to-day email, SMS, push and in-app notification campaign operations, ensuring flawless execution and timely delivery.
- Build custom app-based user selections across push, in-app, email lists and other connected programs for enhanced targeting.
- Scope, build, and launch People App–specific acquisition and retention campaigns, including blast and journey-based use cases (e.g., winback, onboarding, high affinity user flows).
- Own QA workflows, including link validation, image rendering, data mapping, triggering effectiveness, journey flows, preview testing, and multi-device checks.
- Support app developer’s local testing by working in the sandbox prior to app releases.
- Manage scheduling, batching, throttling, and send-time logic to optimize throughput (including MPS requirements).
- Ensure proper setup of newsletters, lifecycle journeys, real-time alerts, and triggered communications.
- Set up or review A/B testing strategies and coordinate rollout of new templates with partners.
- Monitor real-time send statuses, error queues, and fallback handling to ensure campaigns fire as expected.
- Attend and contribute to initiative planning meetings to understand upcoming People App changes and assess downstream impact on Iterable, data flows, and messaging logic.
- Build and maintain reusable checklists and documentation for recurring processes (e.g., how to launch a push, how to launch an in-app message, what key Iterable settings mean).
- Develop expertise in the martech stack (ESP, BigQuery, Hightouch, etc.).
- Monitor platform health, integration failures, and journey errors; drive real-time response and root-cause investigation.
- Oversee management and advise on the data structure/design of stored fields, custom events, and profile data required for handlebar logic and personalization to support outbound People App messaging use cases.
- Support advanced capabilities including segmentation, dynamic content rendering, conditional logic, and real-time triggers.
- Partner with engineering and data teams to troubleshoot ingestion delays, API throttling, and schema changes.
- Manage data hygiene efforts (profile suppression, churn processing, bounce cleanup, inactive segment monitoring, placeholder email management).
- Maintain platform folder structures, naming conventions, asset governance, and permission controls.
- Provide input on SDK integration gaps and risks, proactively flagging issues pertaining to user registration events, API calls, and profile creation.
- Monitor inbox placement, blocklist status, bounce codes, and sender reputation across brands and IPs.
- Partner with the deliverability consultant to identify and mitigate risks—spam traps, throttling, complaint spikes, cold IP warming, etc.
- Oversee CAN-SPAM, CASL, GDPR, and CCPA compliance across templates, data handling, and unsubscribe processes.
- Manage domain-level configurations (SPF, DKIM, DMARC) in partnership with Tech Ops.
Requirements
- 4–6 years of experience in email, SMS, and/or mobile app messaging operations, marketing technology, or digital platform management.
- Knowledge of ESPs, notification systems, mobile SDKs, and/or customer data platforms.
- Proven track record managing large-scale email programs.
- Strong project management and problem-solving skills, with the ability to juggle multiple priorities.
- Excellent collaboration and communication skills to work across editorial, product, data, and strategy teams.
- Experience managing vendor relationships and holding partners accountable.
Benefits
- medical, dental, vision, prescription drug coverage
- unlimited paid time off (PTO)
- adoption or surrogate assistance
- donation matching
- tuition reimbursement
- basic life insurance
- basic accidental death & dismemberment
- supplemental life insurance
- supplemental accident insurance
- commuter benefits
- short term and long term disability
- health savings and flexible spending accounts
- family care benefits
- a generous 401K savings plan with a company match program
- 10-12 paid holidays annually
- generous paid parental leave (birthing and non-birthing parents)
- voluntary benefits such as pet insurance, accident, critical and hospital indemnity health insurance coverage, life and disability insurance
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