Delivery Resource Team Lead

Engineering Morrisville, North Carolina


Position at iContact

Delivery Resource Team Lead - iContact

Duties and  Responsibilities:

  • Liaison between Deliverability and Strategic Advisors to assist resolving major and/or complex deliverability concerns
  • Lead the investigation, resolution, and steps to prevent recurrence of Premier deliverability infractions in partnership with the Strategic Advisor
  • Manage revenue, retention, and deliverability for a subset of Strategic Accounts
  • Assist in resolving deliverability issues/concerns for self-service customers
  • Develop internal and external educational resources (blog posts, wiki articles, marketing one-pagers, webinars, etc.) to improve knowledge of deliverability
  • Facilitate trainings on deliverability and email marketing best practices for customers and team members
  • Partner with Marketing to increase deliverability resources
  • Coach, mentor and develop team members including the on-boarding of new employees
  • Delegate work to team members
  • Monitor productivity and performance for team members and provide constructive feedback/coaching
  • Ensure team members adherence to company and industry policies and regulations
  • Represent team and company in interdepartmental meetings and industry-related events
  • Maintain confidentiality with sensitive customer and internal information
  • Collaborate with internal teams (Product, Support, Sales, Development, etc.) to improve Deliverability integration within current processes or integrations
  • Exercises excellent judgement and acts in the best interest of the company and client
  • Perform other duties as assigned



  • Deep understanding of all aspects of the email marketing and deliverability industry
  • Proven track record of ability to work independently as well as in group/team environments
  • Excellent problem solving skills
  • Expert knowledge of email deliverability ‘best practices’
  • Strong interpersonal, written, and oral communication skills along with proactive problem solving skills
  • Proficiency in working with data including troubleshooting, research and analysis
  • Self-reliant, articulate, approachable, and comfortable with a rapidly changing environment
  • Proven ability to effectively prioritize and execute tasks in a team-oriented collaborative workplace


Education and Required Experience:


  • BS/BA in relevant field or equivalent relevant work-related experience
  • 3 – 5 years of experience in email delivery or similar experience with large scale email campaigns
  • Experience using Salesforce is a plus
  • Experience using 3rd party deliverability tools such as: 250ok, Return Path, etc.