TJ Hager — Observations in Where the Future of Marketing Ops is Headed

TJ Hager is the Manager of Customer Success at Adobe and the creative mind behind MOPs Notes, a newsletter where he shares his insights and experiences in the tech and marketing industry. In this episode, TJ reflects on the challenges of working with a limited budget, the evolving expectations in customer support post-COVID-19, and the crucial role of marketing ops professionals in bridging the missing gaps in the market and driving business innovation.

Key Takeaways:

[1:00] A little bit about TJ and his background in tech.

[4:05] TJ looks back at 2023. It was definitely the year of “do more with less.”

[7:45] Why did TJ start the MOPs Notes newsletter?

[11:15] What are some of TJ’s opinions on marketing operations roles and their very vast (and often unclear) scope?

[13:25] What advice does TJ have for people looking to build an organic community the way he has with MOPs Notes? [15:20] How has TJ’s newsletter helped with his career at Adobe?

[21:30] Are companies striking a good balance between sales operations and marketing operations? TJ weighs in on his thoughts.

[28:00] What keeps TJ up at night in his career and space?

[28:55] Did COVID-19 change expectations on how we support customers?

[30:30] TJ talks about what challenges will be coming up in the next 12 months.

[32:30] Who truly owns customer success?

[35:30] TJ answers some rapid-fire questions!