Director of Journey Orchestration Operations

Director of Journey Orchestration Operations

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Director of Journey Orchestration Operations turns Integrated Marketing campaigns into executable, scalable orchestration activations across the marketing technology stack. This role owns journey architecture patterns, reusable templates, and the trigger and suppression standards that prevent channel conflicts and audience overlap across buying group members.

Sits at the intersection of strategy and execution, translating stage definitions and journey intent into dependable, repeatable orchestration patterns used across Education, Acquisition, and Progression campaign types.

Partners with Integrated Marketing, Marketing Automation, Identity/CDP, DX, and Measurement to activate reliable signals, align lifecycle programs, and improve buying group progression outcomes across owned and paid channels.

Convert Integrated's stage definitions and journey intent into executable configurations and reusable templates across lifecycle platforms, including entry criteria, trigger logic, suppression, prioritization, exits, and measurement hooks.

Build and maintain a library of modular templates and standard decision patterns across buying group role profiles(Champions, Decision Makers, and Influencers) to reduce reinvention and speed deployment.

Partner with media teams on how journey strategy translates intobuy-side activation platforms in social, programmatic, and SEM.

Define trigger and suppression standards to prevent channel conflicts, duplicate outreach, and segmentation collisions across buying group members, including frequency and eligibility guardrails when multiple programs compete for the same audience.

Align orchestration logic with Marketo/AJOprogram structure and lifecycle rules, includingsuppressioncoordination across tools and channels.

Partner with DX toensure site behaviors, landing page events, and variant instrumentation meetminimumstandards for event taxonomy, latency, completeness, and governance needed as journey signals.

Define integration requirements across the orchestration stack: audience entry and membership logic (CDP/CRM), event ingestion and behavioral signals, suppression and frequency coordination, and measurement hooks tied to stage progression.

Partner with Identity/CDP teams on audience availability, refresh cadence, and event signal mapping needed for orchestration decisions.

Provide journey performance insights and recommended iterations to Integrated and Media teams:drop-offs, stage friction, signal gaps, sequencing issues.

Partner with Measurement to alignprogressionmetrics, scoring outputs, and reporting views to the journey logic.

Set governance for template adoption, exception handling, and change management,reducing manual orchestration through increased reuse and standardized decision patterns.

• 10+ years in lifecycle marketing operations, marketing technology, journey orchestration, or marketing automation — with ownership of cross-channel lifecycle programs and a track record of translating strategy into scalable execution.

Journey Orchestration Platforms: hands-on experience with Marketo and at least one orchestration/decisioning platform (e.g.Adobe Journey Optimizer B2B), including triggers, suppression, and prioritization logic

CDP & CRM Integration: audience entry, event signals, and outcome tracking across AEP/RT-CDP and CRM

Trigger & Suppression Design: standards that coordinate outreach across buying group…