Leadership in Marketing Ops: Empathy and Hands-on Experience

For Jacquiline, successful leadership in marketing operations (MOPs) comes down to two critical traits: empathy and hands-on experience. She believes that to lead effectively, especially in a field as technical and strategic as MOPs, leaders need to understand the systems and processes they are managing, not just oversee them from a high level.

“There’s nothing worse than working with someone who has only seen from the mountaintop how things are done without truly understanding the inner workings and mechanics.”

This article would focus on the leadership qualities that make a successful MOPs manager, emphasizing the importance of balancing strategic vision with operational knowledge and empathy.

The Importance of Empathy in Leadership

Empathy is a key trait in MOPs leadership because marketing operations professionals are often tasked with balancing the needs of multiple stakeholders—from marketing to sales, engineering, and data teams. Empathetic leaders can better understand the challenges their teams face, helping them provide the right support and foster a collaborative environment.

“In marketing ops, you’re working with a lot of different departments, and each has its own goals and challenges. Empathy helps you bridge those gaps and create solutions that work for everyone.”

By actively listening to the needs of their teams and stakeholders, empathetic leaders can create workflows and systems that are more effective and easier for everyone to use.

Hands-on Experience Builds Credibility

In addition to empathy, hands-on experience is vital for any leader in marketing operations. Jacquiline stresses that leaders must not only understand the strategic aspects of marketing technology but also know how the systems work on a technical level. This helps them make informed decisions and build trust within their teams.

“It’s one thing to manage from a high level, but if you don’t understand how the systems work in practice, you’re not going to make the best decisions. A leader who knows how things work gains more trust from their team.”

Leaders who combine empathy with technical expertise can guide their teams more effectively, solve problems faster, and make better strategic decisions.

Conclusion:

Successful leadership in marketing operations requires both empathy and hands-on experience. Leaders who actively listen to their teams and understand the technical workings of the systems they manage can create more effective workflows, build trust, and drive better results across departments.