Product Owner, Marketing Technology

The Product Owner, Marketing Technology is the single accountable owner for the digital infrastructure that drives patient acquisition, qualification, engagement, and conversion across Flourish Research’s national clinical trial network. Reporting to the VP, Operational Technology, this role owns the technology stack that pulls patients through the funnel - from paid media and organic traffic, through web properties and screeners, into CRM and call center workflows, and downstream into clinical operations.

This is a hands-on builder’s role. The Product Owner designs the screener architecture, builds the CRM workflows that route and track every lead, instruments the attribution pipelines that show what is working, operates the contact center and telephony integrations, and engineers the connective tissue between marketing properties and operational platforms. The role combines marketing operations technical depth with product-ownership mechanics - owning the roadmap, backlog, and stakeholder partnership as well as the build.

The role is structured as a player-coach. The Product Owner operates as both the accountable owner of the Marketing Technology roadmap and a hands-on individual contributor - building screeners, configuring CRM workflows, engineering integrations, and managing vendor delivery directly - until scaled team support is justified and approved.

All responsibilities are executed in alignment with Flourish Research’s Core Values, Mission Statement, and Employee Handbook., Screener Architecture & Production

• Design, build, and maintain advanced qualification screeners and intake forms in SurveySparrow as the primary screener platform, with Gravity Forms and WordPress as the supporting web front-end stack.
• Develop dynamic screener experiences using conditional logic, branching, scoring, hidden fields, and workflow triggers that translate protocol eligibility criteria into a patient-friendly digital flow.
• Lead the architectural shift from study-specific screeners to a consolidated mega-screener model, combining back-end eligibility logic to maximize funnel pull-through across indications.
• Optimize screener experiences for lead quality, completion rates, and operational usability - including A/B and multivariate testing on copy, form fields, and flow.
• Own end-to-end screener production as a named workstream - including the operational discipline of moving new studies from protocol availability to live screener in production.
• Ensure screener data integrates seamlessly into CRM, call center workflows, and reporting systems with clean handoffs and no manual reconciliation.

CRM, Marketing Cloud, and Sales Engagement

• Operate the Marketing Cloud Engagement (MCE) platform as the orchestration layer for patient communication - journeys, segmentation, SMS, email, and dynamic content.
• Operate Salesforce Sales Engagement for cadence management, outbound recruitment workflows, and the operational discipline of call center activity tracking.
• Design, build, and optimize CRM workflows across Quickbase and Salesforce Health Cloud to support patient recruitment, lead intake, routing, lifecycle tracking, deduplication, and follow-up management.
• Serve as hands-on technical owner of the Quickbase environment - including apps, tables, relationships, formulas, roles, and Pipelines.
• Partner with the CRM Product Owner on the Salesforce architecture, the unified B2B + B2C data model, and the shared roadmap where Marketing Technology and CRM scope intersect.

Contact Center & Telephony

• Own the Vonage contact center and telephony platform - including IVR design, queue configuration, call routing, agent enablement, and the screener-to-call handoff.
• Operate the integration layer between Vonage, the CRM (Salesforce, Quickbase), and the screener stack so call center agents have the patient context required to convert at the highest possible rate.
• Partner with Call Center leadership on operational reporting, agent performance instrumentation, and the workflow optimization that drives screener-to-call and call-to-qualified conversion.
• Ensure SMS and voice operations are CTIA-compliant and consistent with TCPA, HIPAA, and other applicable regulatory requirements., * Develop and maintain automation workflows using Quickbase Pipelines, Zapier, native Salesforce automation, and Marketing Cloud journeys.
• Operate the integration layer between SurveySparrow, WordPress / Gravity Forms, Quickbase, Salesforce (Health Cloud, Marketing Cloud Engagement, Sales Engagement), Vonage, and third-party lead sources.
• Partner with the Salesforce Developer and Solutions Engineer resources to scope, build, and validate platform changes that require deeper Salesforce engineering.
• Evaluate and implement emerging technologies and AI-assisted workflows - including Claude, Microsoft Copilot, and similar tools - in partnership with the Applied AI Product Owner. AI initiatives that touch patient-facing experiences or clinical workflows route through the AI Governance Committee.
• Support scalable infrastructure for multi-site lead management and operational reporting across the site network.

Campaign Performance Reporting & Attribution

• Engineer and maintain the multi-touch attribution pipeline that connects paid media, organic, referral, and direct sources to downstream patient milestones - lead, screener completion, qualified, randomized.
• Own UTM governance, referrer capture, and source-of-truth definitions across WordPress, SurveySparrow, Quickbase, and Salesforce; reconcile attribution discrepancies between platforms and vendor dashboards.
• Build campaign performance reporting in Looker Studio, GA4, Power BI, and Salesforce that provides visibility into lead flow, channel ROI, operational performance, and system health.
• Partner with Data Infrastructure on the warehouse-side representation of MCE, Vonage, WordPress, and lead-capture data flows - supplying the upstream data that powers governed, certified attribution reporting downstream.
• Translate operational and marketing data into actionable insights for executive leadership; reduce attribution disputes by anchoring on governed, documented definitions.

Digital Operations & Web Experience

• Manage the day-to-day technical operation of Flourish Research WordPress properties - including theme customization, plugin lifecycle, and Gravity Forms configuration.
• Build dynamic form experiences using custom post types, taxonomy-based merge tags, and conditional logic to personalize entry points by study, indication, or site.
• Implement and maintain technical overlays - click-to-chat, exit-intent capture, abandonment recovery, and screener entry points - across patient-facing pages.
• Manage domain administration, DNS, and SSL across the enterprise web footprint.

Product Ownership & Hands-On Delivery

• Serve as the single accountable product owner for Marketing Technology - owning the roadmap, backlog, prioritization, releases, and user acceptance testing across the patient acquisition stack.
• Operate as a hands-on individual contributor where the work demands it - building screeners, configuring CRM workflows, engineering integrations, and managing vendor delivery directly. This role does not separate ownership from execution; it combines them until additional capacity is justified.
• Translate marketing, recruitment, and operations leadership priorities into prioritized, sequenced work; partner with stakeholders to surface, refine, and stack-rank requirements.
• Establish definitions of done, release cadence, and change-control discipline appropriate to a regulated patient-recruitment environment.
• Own stakeholder communication - release notes, roadmap reviews, capacity transparency, and escalation paths when scope, urgency, and capacity conflict.

Cross-Functional Partnership

• Partner with Data Infrastructure on the warehouse-side representation of marketing, telephony, and lead-capture data flows; supply the upstream source data that powers certified attribution and recruitment reporting downstream.
• Partner with CRM on the shared Salesforce footprint, the unified B2B + B2C data model, and the operational boundary where Marketing Technology and CRM scope intersect.
• Partner with Clinical Systems on the screener-to-CTMS handoff and the data continuity from patient capture through enrollment.
• Partner with Applied AI on AI-assisted attribution, predictive lead scoring, screener optimization, and AI-enabled patient communication workflows; route patient-facing AI through the AI Governance Committee.
• Partner with Marketing, Recruitment, Call Center, and Site Operations leaders as the operational voice of the platform translating ambiguous business requests into clear technical requirements and delivery plans.

• Bachelor’s degree in Marketing, Computer Science, Information Systems, Business, or a related field required, or equivalent professional experience. Advanced degree preferred.
• Eight or more years of experience in marketing operations, CRM management, digital systems, or lead management infrastructure, with demonstrated hands-on ownership of a patient acquisition or comparable demand-generation stack.
• Advanced experience building qualification workflows and survey screeners using SurveySparrow or comparable platforms - including conditional logic, branching, scoring, and integration with downstream CRM.
• Experience building and managing CRM ecosystems and automation workflows in Quickbase, Salesforce, or both - including Health Cloud, Marketing Cloud Engagement, and Sales Engagement.
• Direct experience operating a contact center and telephony platform - Vonage preferred; Five9, Genesys, or comparable acceptable.
• Hands-on experience with Quickbase (apps, Pipelines, formulas, Advanced Query), Zapier, SurveySparrow, WordPress / Gravity Forms, GA4, and related systems.
• Working proficiency with Salesforce (reports, flows, custom objects, SOQL) sufficient to debug end-to-end data flow.
• Healthcare, clinical research, or other regulated industry experience preferred - including HIPAA, CTIA / SMS compliance, and TCPA awareness.
• Prior experience as a hands-on player-coach in a marketing technology or digital operations function - comfortable building directly while also setting standards and direction.

Knowledge & Skills

• Strong knowledge of conditional logic, branching workflows, data collection strategy, and screener / survey optimization.
• Hands-on fluency with marketing automation platforms - Marketing Cloud Engagement journeys, segmentation, and dynamic content.
• Working understanding of multi-touch attribution patterns - UTM governance, referrer capture, source-of-truth reconciliation, and downstream milestone attribution.
• Familiarity with API integrations, webhooks, JSON / REST patterns, and operational workflow automation.
• Comfort writing and reviewing PHP, HTML, CSS, and JavaScript at a level sufficient to build, troubleshoot, and maintain integrations.
• Working understanding of voice and SMS operations - IVR design, queue management, and call routing patterns.
• Experience using AI tools (Claude, Microsoft Copilot, or comparable) to improve workflow efficiency and execution.
• Product-ownership mechanics: backlog grooming, user stories, UAT, release management, capacity transparency, and stakeholder communication.
• Direct, transparent communicator with a bias toward documented decisions, governed definitions, and clear accountability.

Pulled from the full job description Referral program Tuition reimbursement Parental leave Health insurance 401(k) matching Paid time off Vision insurance, Health, dental, and vision insurance plans, 401(k) with a 100% employer match on the first 4% of employee contributions, tuition reimbursement, parental leave, employee referral program, employee assistance program, life insurance, disability insurance, and a generous PTO plan covering vacation, sick, personal days and 8 paid holidays.