Program Manager, Martech Operations & Governance

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)