Customer Success Operations Jobs in Pennsylvania

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Position Summary:

This role is responsible for orchestrating marketing execution across the lifecycle marketing function—ensuring new requests are effectively prioritized, resources are aligned, and campaigns are delivered on time and with measurable impact. The position serves as a critical connector between marketing, data, and channel teams to drive high-quality lead generation and continuous performance optimization.

Duties and Responsibilities

Intake & Prioritization of Marketing Requests

• Own the end-to-end intake process for new marketing requests across stakeholders.
• Evaluate, prioritize, and align requests against business goals, roadmap commitments, and capacity constraints.
• Establish clear intake criteria, SLAs, and governance to ensure transparency and efficiency.
• Partner with stakeholders to refine requests into actionable, well-scoped campaign briefs.

Marketing Resource Alignment & Workflow Management:

• Align marketing team resources to highest-priority initiatives across channels and lifecycle stages.
• Identify and proactively resolve bandwidth constraints, dependencies, and execution risks.
• Maintain a holistic view of the marketing roadmap and in-flight work to ensure optimal sequencing.
• Drive cross-functional coordination (creative, channel owners, operations) to streamline execution.

Data Enablement & Cross-Functional Liaison:

• Act as the primary liaison between marketing and the data/analytics teams.
• Translate campaign and segmentation needs into clear data requirements (audiences, triggers, attributes).
• Ensure data readiness and accuracy to support campaign execution and personalization.
• Partner with analytics to define measurement frameworks and ensure data flows support performance tracking.

Roadmap Execution & Delivery Excellence:

• Own timelines and accountability for delivery of lifecycle marketing roadmap initiatives.
• Track progress, manage dependencies, and drive issue resolution to ensure on time execution.
• Implement processes and reporting to monitor delivery status and surface risks early.
• Continuously improving operational rigor, speed, and predictability of campaign delivery.

Channel Performance Optimization & Lead Quality Growth:

• Lead ongoing analysis of channel performance (email, direct mail, digital, etc.) with a focus on qualified lead generation.
• Identify optimization opportunities across targeting, messaging, cadence, and channel mix.
• Develop data-driven recommendations to improve conversion rates and lead quality.
• Partner with channel owners to test, learn, and scale high-performing strategies.

Qualifications and Education Requirements:

• Bachelor’s degree in marketing, communications, business, or related field (or equivalent experience).
• 5–7 years in marketing, marketing operations, or performance marketing roles.

Skills, Abilities, and Knowledge:

• Demonstrated experience implementing strategic projects end-to-end with cross-functional teams.
• Hands-on testing experience (design, implementation, analysis, and rollout).
• Strong analytical skills.
• Strong understanding of SFMC platform and journeys, a plus.
• Proven ability to translate business goals into requirements and work effectively with technical teams.
• Excellent communication, stakeholder management, and attention to detail.
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel).
• Strong written and verbal communication skills.
• Ability to collaborate effectively across teams and respond quickly to shifting priorities.

Work Environment and Physical Requirements:

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program - dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020
• 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.