AIonOS - Adobe Experience Platform/Journey Optimizer Lead

About The Role :

The Adobe Journey Optimizer (AJO) Lead is a senior technical and strategic role responsible for the end-to-end design, delivery, and governance of customer journeys across every touchpoint.

You will own the AJO platform for the enterprise leading a team of specialists, setting journey architecture standards, and ensuring that every communication we send is timely, relevant, and channel-appropriate.

This role demands equal command of the AJO technical platform and the strategic thinking required to orchestrate millions of customer interactions in real time.

You will partner with RT-CDP, Analytics, and Creative teams to translate audience intelligence into personalized journeys from onboarding sequences and lifecycle campaigns to real-time triggered moments and AI-powered offer decisioning.

As the AJO Lead, you are the final authority on journey quality, channel governance, and platform health.

You will mentor and grow a team, establish operating standards, and drive measurable improvements in customer engagement, retention, and lifetime value.

Channel & Capability Ownership :

This role requires hands-on leadership across the full AJO channel and decisioning stack :

- Email Transactional, lifecycle & promotional.

- Full template governance.

- Push Notification iOS & Android.

- Real-time.

- SMS / MMS Inbound & outbound.

- Keyword handling and opt-out logic.

- In-App Messaging Mobile & web.

- Contextual overlays and banners.

- Web Channel Personalized web content via AJO Web SDK rules.

- Offer Decisioning AI-ranked offers via Decisioning Management API & Edge.

- Direct Mail Batch suppression lists and third party integration.

- API-Triggered Transactional journeys via REST API invocation.

- Reporting & CJA Journey analytics, funnel reporting, and CJA integration.

Key Responsibilities :

Journey Architecture & Design :

- Lead the end-to-end design of customer journeys across onboarding, lifecycle, retention, win-back, and real-time triggered use cases.

- Define journey canvas architecture standards: entry conditions, wait logic, branching rules, exit criteria, and re-entry policies.

- Architect multi-step, multi-channel journeys that coordinate email, push, SMS, in-app, and web touchpoints within a single orchestration canvas.

- Design business-event and API-triggered journey patterns for transactional and operational communications (order confirmations, alerts, service notifications).

- Establish journey version control conventions, naming taxonomy, and documentation standards for all production journeys.

- Review and approve all new journey designs before production deployment, enforcing quality and compliance standards.

- Develop journey templates and reusable building blocks (fragments, conditions, wait rules) to accelerate delivery across teams.

Omnichannel Orchestration & Frequency Management :

- Define and enforce global frequency capping rules across all channels to protect customer experience and reduce fatigue.

- Implement cross-journey suppression logic to prevent concurrent conflicting communications to the same profile.

- Design priority scoring frameworks to determine which journey takes precedence when a customer qualifies for multiple concurrent paths.

- Govern channel preference and opt-in/opt-out management, ensuring all communication respects consent stored in RT-CDP.

- Architect quiet hours, send-time optimization (STO), and time-zone aware scheduling logic across all journey types.

- Define holdout group strategies and global control group governance to measure incremental journey lift.

- Monitor cross-channel contact pressure dashboards and make real-time adjustments to prevent volume spikes.

Decision Management & Offer Decisioning :

- Own the AJO Decision Management framework: offer library structure, collections, placements, and ranking strategies.

- Design AI-powered offer ranking using auto-optimization models and custom ranking formulas based on profile attributes and event signals.

- Define eligibility rules, capping policies (total and per-profile), and fallback offer logic for all offer decisions.

- Architect edge decisioning integrations via the Decisioning API for real-time sub-second offer delivery in web and mobile channels.

- Build and govern offer catalogs across product lines, ensuring metadata consistency, image standards, and expiry management.

- Design A/B testing frameworks for offer performance validation before full rollout.

- Collaborate with merchandising, product, and marketing teams to translate business offer strategies into AJO decision logic.

Personalization & Content Engineering :

- Lead the implementation of dynamic content personalization using AJOs expression editor and profile attribute references.

- Govern email and push template architecture: reusable fragments, brand components, responsive layout standards, and dark mode support.

- Define AJO Content Card and in-app message component standards for web and mobile experience consistency.

- Implement conditional content blocks, personalization tokens, and fallback logic for all journey message templates.

- Partner with Creative and Brand teams to build and maintain a governed AJO content library aligned to design system standards.

- Lead integration of AI-generated content (Adobe Sensei GenAI) into journey message workflows where applicable.

- Establish pre-send checklist processes: link validation, personalization QA, rendering tests across clients and devices.

Testing, QA & Journey Validation :

- Define and enforce a comprehensive journey QA framework covering entry logic, branching conditions, message rendering, and exit behavior.

- Use AJOs Test Mode to simulate journey flows across profile archetypes before every production deployment.

- Build profile-based test seed lists representing key segment personas for repeatable pre-launch validation.

- Conduct post-launch audits: verify journey entry volumes, step completion rates, and channel delivery metrics match projections.

- Govern UAT (User Acceptance Testing) processes with Marketing and Business stakeholders for all new journey launches.

- Develop regression test suites to validate that platform upgrades or configuration changes do not break existing journey logic.

- Document known edge cases, exclusion conditions, and platform limitations for team reference and stakeholder transparency.

Analytics, Reporting & Optimisation :

- Own AJO journey reporting: define KPI frameworks for open rates, click rates, journey completion, conversion, and revenue attribution.

- Build and maintain journey performance dashboards in AJO Reporting, Customer Journey Analytics (CJA), and BI tools.

- Lead continuous optimization programs: analyze journey funnel drop-off, identify friction points, and implement A/B and multivariate tests.

- Define audience segmentation hypotheses and work with RT-CDP to build and validate test vs.

control audiences.

- Produce weekly and monthly executive journey performance reports with actionable recommendations.

- Develop attribution frameworks to measure the incremental contribution of AJO journeys to revenue, retention, and NPS.

- Champion a test-and-learn culture across the team, documenting test results and scaling winning variants.

Platform Governance, Team Leadership & Stakeholder Management :

- Serve as the primary AJO platform owner: manage sandbox strategy, release management, and platform configuration governance.

- Lead, mentor, and develop a team of 25 AJO specialists and campaign operators through regular 1:1s, goal setting, and skills development.

- Define and enforce AJO operating standards: journey naming conventions, approval workflows, change management, and incident response.

- Act as the primary AJO liaison to Adobe account teams, Technical Account Managers (TAMs), and Adobe consulting partners.

- Lead business requirements gathering with Marketing, CRM, and Product teams, translating use cases into AJO solution designs.

- Present journey strategy, performance, and roadmap updates to VP and C-suite audiences on a quarterly basis.

- Own the AJO capability roadmap: evaluate new platform features, beta programs, and integrations for business applicability and implementation priority.

Required Qualifications :

AJO Platform & Technical Skills :

- 6+ years in marketing technology; 3+ in AJO or equivalent (SFMC, Braze, Iterable).

- Expert-level AJO proficiency: journeys, segments, offers, messages, reports.

- Deep knowledge of AJO Decision Management (offers, placements, ranking).

- Experience with AJO expression editor and profile-based personalization.

- Hands-on AEP RT-CDP integration: audience activation into journeys.

- Email HTML/CSS development and responsive template design.

- AJO Web SDK & in-app channel configuration experience.

- API-triggered journey design and REST API integration patterns.

Leadership & Strategic Skills :

- Proven track record leading a MarTech platform team (2+ direct reports).

- Ability to translate business objectives into journey orchestration strategies.

- Strong stakeholder management up to VP/C-suite level.

- Experience running structured A/B and multivariate testing programs.

- Excellent verbal and written communication skills.

- Comfortable owning a product/platform roadmap and presenting to executives.

- Skilled at building consensus across Marketing, Legal, Tech, and Data teams.

- Experience with Agile/Scrum delivery and sprint-based campaign execution.

- Data-driven mindset with strong analytical and problem-solving skills.

Preferred Qualifications :

- Adobe Certified Expert Adobe Journey Optimizer or Adobe Campaign certification.

- Hands-on experience with Adobe Customer Journey Analytics (CJA) for cross-channel funnel and attribution analysis.

- Familiarity with AJOs AI-powered send-time optimization, fatigue scoring, and predictive engagement models.

- Experience integrating AJO with Salesforce CRM, SAP, or ServiceNow for triggered operational and transactional journeys.

- Background in B2B journey orchestration using AEP B2B Edition (Account Journeys, Account Profiles, Opportunity-triggered flows).

- Knowledge of mobile push infrastructure: APNs/FCM certificate management, rich push templates, and deep link handling.

- Exposure to Adobe Mix Modeler or marketing attribution platforms for cross-channel ROI measurement.

- Prior experience leading an AJO implementation or migration from a legacy ESP/journey platform.

- Familiarity with WhatsApp Business API or LINE channel integration within AJO.