Lifecycle Operations Manager

COMPANY ROLE & RESPONSIBILITIES We're looking for a Lifecycle Operations Manager to sit at the intersection of marketing strategy and technical execution — the person who takes lifecycle briefs and journey maps and turns them into live, tested, working flows in Klaviyo and Postscript. This is not a campaign coordinator role. This is the technical half of the lifecycle partnership: the person who interrogates the brief, surfaces the gaps, builds the logic layer, and keeps the stack healthy. You build things that work — and you know what it takes to keep them working. Responsibilities will include: Translate Strategy into Built Experiences Take lifecycle briefs, journey maps, and campaign strategy and turn them into robust, tested, live flows in Klaviyo and Postscript — built and scheduled, not near-final drafts. Interrogate the brief before you build it: surface gaps a strategist wouldn't think to specify — customers already in the flow, active subscribers, recent sends, no order history. Tell Marketing when something isn't buildable as written — and come back with the version that is, or the work required to make it possible. Configure the full logic layer: triggers, filters, conditional splits, profile property conditions, wait timing, smart sending, and suppression. Coordinate email and SMS so channels complement rather than collide, and build the guardrails and governance that keep sending rules consistent as the program grows. Build the Foundation That Makes It Possible Own the technical health of our lifecycle stack — Klaviyo, Postscript, Shopify, and Recharge — including integration stability, data governance, and documentation that outlives any one person's memory. Own the tracking layer end to end: verify that Shopify, Recharge, and on-site events land in Klaviyo with the right properties, on the right profile, at the right time. If Marketing wants to trigger on something we don't currently capture, you make it capturable. Configure and troubleshoot webhooks, API-driven events, custom metrics, and profile properties. Maintain source-of-truth definitions for the events, attributes, and segments the retention program runs on. Drive operational efficiency by building reusable systems — modular templates, universal content blocks, dynamic content logic — so the tenth version of a journey takes a fraction of the time the first one did. Lead the evaluation and onboarding of new capabilities with a clear view of impact vs. complexity. Test It and Launch It Own the pre-send QA standard for every email and SMS build: dynamic content and personalization across edge cases, link and UTM accuracy, alt text, dark mode, mobile, and rendering across major inbox clients. QA the technical side of landing pages: form and popup behavior, consent capture, list assignment, redirects, mobile rendering, and whether tracking actually fires. QA product and subscription configuration: variants, selling plans, discount and bundle logic, Recharge subscription rules, one-time vs. recurring behavior, and swap or upsell flows. Operationalize A/B tests end to end: audience configuration, randomization, holdouts, and instrumentation that's actually measurable. Help define clear experiment frameworks — success metrics, sample sizes, timelines — and make sure the implementation is technically sound so results mean something. Keep It Running Monitor flow health, delivery, and errors proactively. Broken things should surface on your dashboard, not in a post-mortem. Find and fix silent failures before they become reporting problems: events that stopped firing, properties that drifted, duplicate or mis-identified profiles, integrations that quietly desynced. Monitor sending health — bounce and complaint rates, list growth quality, suppression hygiene, sunset logic — and keep authentication and sending domain configuration in good standing. Own reporting requirements for lifecycle ops: flow health, delivery and error monitoring, and experiment status. Proactively consolidate or retire journeys that add operational complexity without adding return. PROFESSIONAL QUALIFICATIONS 2–4 years of hands-on experience in lifecycle / CRM operations at a DTC or ecommerce brand, working directly from marketing briefs. Deep working knowledge of Klaviyo as your primary tool — flows, segments, templates, and integrations, not just campaign sends. Hands-on experience with Shopify and Recharge, including how subscription data behaves and where it tends to break. Experience with an SMS platform — Postscript preferred; Attentive, Klaviyo SMS, or similar considered. Technical proficiency with HTML, CSS for email, and templating logic (Liquid or similar); comfortable reading, writing, and debugging dynamic content and personalization rules. Demonstrated experience partnering with developers or data teams on integrations, event tracking, and troubleshooting. You can read an API doc, test an endpoint, and reason about a webhook payload without hand-holding. Solid understanding of experiment design — control vs. test, holdouts, key metrics, avoiding bias — and its practical constraints in a live sending program. Proven ability to manage multiple builds in parallel with clear prioritization and communication — and to tell a stakeholder what's realistic before committing to it. WHAT WE OFFER