Operations Manager - PEGA Marketing

Operations Manager - PEGA Marketing #LI-ML1 #LI-Hybrid  

Our goal is to fully utilise Pega's capabilities, having resilient, scalable, and performant solutions that are aligned our stakeholders' needs and can react to the market conditions.  Marketing Intelligence is part of a wider Global Marketing Services team.  Customer Decisioning is within Marketing Intelligence.

As an Operations Manager within the PEGA marketing team you will collaborate with stakeholders and cross-functional teams to provide exceptional cover and guidance for the successful operations of AI-informed, personalised, 1 to1 customer experiences. You will strategically balance the business objectives and needs, with customer experience.  

As a manager, you will enable and motivate your team and partner resources:

  • To manage incidents, operational efficiency, business continuity, live business rules and data correctness on the Pega platform. 
  • To ensure agility of releases, patches and emergency interventions for the stability and support of execution environments. 
  • To achieve an optimum level of operational readiness & platform reliability.

At Kindred we see challenges as an opportunity to do something in a better way both personally and professionally. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our ambition is to reach 0% revenue from harmful gambling by 2023. Our success is built on trust; we trust each other to deliver on our promises and believe giving ownership and responsibility at all levels is the way to make the right choices for Kindred and our customers.


Challenges ahead include: 

  • Data driven decisioning for customer journeys by consolidation, personalisation & enrichment of comms. 
  • Drive up engagement by channel amplification.  
  • Increase reusability and go-to-market using campaigning frameworks. 
  • Reduce the volume & complexity of creating campaigns.  
  • Measurement of ROI is important to ensure the Pega decisioning solution continues to provide benefits to Kindred Group.  
  • Utilisation of Pega Paid Media to increase reach, drive higher customer engagement and revenue.  


What will you do?  

You will be responsible for developing and evolving the Enterprise decisioning logic architecture which needs to integrate seamlessly with a complex technology landscape, consisting of multiple technology stacks and applications. This architecture will need to be scalable and future-proof to accommodate changing business and technological needs. 

  • Manage Pega releases, patches, fixes into production. 
  • Second-Line Support for Pega applications in the production environment before it reaches Pega Architects.  
  • Investigate, fix or escalate issues to the right reams. 
  • Responsible for the Pega production environment. 
  • Engage with application support and application testing vendor/teams. 
  • Manage a pipeline of deliveries in consultation with Head of Customer Decisioning and Decisioning Manager. 
  • Co-Chair the weekly Decisioning Council for change requests. 


What are we looking for?  

You are a hands-on, motivated, and collaborative leader with exceptional communication skills and proven experience working with diverse teams of technical architects, business users, and IT teams in customer organizations on all phases of the software development life-cycle. Your experience with previous Pega implementations affords you the knowledge to ask the right questions, take steps to mitigate risk, and design an adaptable solution. You understand customer relationship management (CRM), revenue generation, margin protection, customer retention and acquisition, customer care and support, business rules, big data, operational efficiency, and how to translate business requirements into efficient, scalable solutions.  

You'll need to have:  

  • Bachelor's degree or four or more years of work experience.  
  • 4+ years of relevant work experience.  
  • Experience as an Operations, Support Manager, or equivalent management role. 
  • Experience with technical troubleshooting and problem solving.

Advantageous to have:

  • Experience of Next Best Action Designer/ Customer Decision Hub using Pega 8.x.
  • Relevant Pega Certifications from PCBA, PCDC, PCMC, PCSA, PCSSA. 
  • Pega end-to-end implementation experience.  


What do we offer?   

⚡ A great team of passionate analysts and engineers.  

🌍 Mix of 60+ nationalities and Swedish culture in an English-speaking environment.  

🌆 Awesome offices with ergonomic desks, pool and table tennis tables, VR area, gym and yoga area, subsidised lunch, free breakfast on Thursday, daily fresh fruit.  

🛫 25 days paid vacation plus bank holidays.  

🌳 3 days CSR leave.  

📈 Employee share plan.  

📗 Training budget, conferences, access to LinkedIn Learnings and mentoring programmes.  

⚕️ Private medical insurance & life assurance.  

👶 Enhanced maternity, paternity, and shared parental leave.  

🚲 £300 Wellbeing allowance.  

💱 Up to 8% matched pension contributions.  

🏡 Flexible working.  

💼 Occasional travel to other Kindred Group offices including Stockholm, Malta, Gibraltar & Madrid.  

☕ Meetups and calendar of social events in the office.  


Application Process   

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of, and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework.   


Job Alerts   

Not suited to this role but interested in working at Kindred Group? 

We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”. 

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Kindred House, 17-25 Hartfield Road, Wimbledon, London, United Kingdom, SW19 3SE
  • Office:
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
25 Days Holiday
Private Medical
Wellbeing Allowance
Maternity/Paternity leave
Eye test
3 days CSR leave
Anniversary awards
Travel loan
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