MarketingOps Hub

Context

Marketing operations knowledge and daily tasks were scattered across several specialist platforms — a customer engagement platform, an automation platform, internal documentation — each requiring its own access, training, and tribal knowledge that lived mostly in the heads of one or two specialists.

The problem

Anyone outside that small specialist circle hit a wall for even simple things: they needed direct platform access to look up a user's history or trigger something for a specific list of people, needed to track down the right automation flow buried in the automation platform, or needed to ping a specialist just to find out whether a given segment, tracked event, or piece of documentation already existed. Tasks that should take seconds instead meant asking someone, waiting, or being blocked outright by lack of access — and several everyday processes were manual, multi-step, and easy to get subtly wrong.

What I built

A single internal hub that puts marketing operations knowledge and capability within reach of the whole team, not just the platform specialists:

• A conversational front door. An AI assistant, available everywhere in the hub, grounded in the team's actual internal knowledge — every segment, automation, tracked event, and internal doc — so anyone can ask "is there already a flow for X" or "where's the documentation on Y" in plain language, instead of digging through multiple platforms or pinging a specialist.
• Access without access. Governed tools that let people safely complete tasks that would otherwise require direct platform access and specialist know-how — looking up a user's full history and managing their subscriptions, or triggering an action for a specific list of people — with every action confirmed and logged, so people who don't and shouldn't have direct platform access can still get things done safely.
• Multi-step made single-step. Processes that used to mean several manual, error-prone steps — formatting and importing a contact list, naming a campaign correctly and consistently — are now one guided flow.
• Built to keep growing. New tools are added every time a recurring manual process is identified, all sharing one design system and one access model, so the hub reads as one coherent product rather than a pile of one-off scripts.

Stack