Justin Norris

360Learning

360Learning is the learning platform that combines collaborative tools with the power of an LMS. We empower L&D teams to drive culture and growth through Collaborative Learning.

Sr. Director, Marketing and BDR Operations

Director of Marketing and BDR Operations

RevOps FM

I'm the creator and host of RevOps FM - a weekly Masterclass on revenue operations and go-to-market strategy. 

It's my way of thinking out loud about my work and sharing knowledge at scale.

Podcast Creator and Host

Perkuto

As Sr. Director of Solutions Architecture, I lead the architect team within our marketing operations practice at Perkuto and manage a team of seven. My role is to provide leadership and develop innovative solutions and marketing operations best practices.

Clients look to our team to solve their toughest marketing and sales operations challenges. We deliver results using rigorous business and process analysis, a relentless focus on the underlying business goals, and a rare depth of expertise configuring marketing systems.

Sr. Director, Solutions Architecture

Director of Solutions Architecture

As a Solutions Architect, I lead delivery teams in creating end-to-end marketing operations solutions for clients using Marketo and Salesforce and other best-in-class marketing tools.

Marketo Solutions Architect

As a Senior Consultant, I advise on and create end-to-end solutions for clients using Marketo and Salesforce and other best-in-class marketing tools.

Senior Marketo Consultant

ClearFit

I joined ClearFit as the third employee and the first marketing hire, tasked with growing the marketing function, generating demand, and building out the funnel. Our efforts generated thousands of new customers for ClearFit's hiring solution. I wore many hats during this time, and also helped overhaul the product UI, and hire the initial sales/customer success team, implement Marketo and Salesforce, and much more. 

I quickly discovered my love and talent for creating automated marketing, sales, and service systems and began to focus my energies exclusively on marketing automation and CRM. Using these tools we were able to more effectively nurture our prospects, identify our best leads, and effectively scale to thousands of customers - AND increase customer satisfaction - without massive increases in customer service headcount. This contributed to ClearFit experiencing triple digit % increase in customers and revenue during my tenure.

Director of CRM

CGA-Canada (Certified General Accountants Association of Canada)

I worked within the Professional Services team, which is responsible for providing online training and development opportunities to CGAs and other business professionals. 

My responsibilities included:

MARKETING STRATEGY: I managed the marketing function -- from developing the overall marketing strategy in line with organizational objectives down to the hands-on tactical implementation of campaigns.  
- Conduct market research, surveys, and gather customer insights
- Contribute to product strategy and optimize the product mix 
- Build integrated marketing communications programs across online and offline channels
- Manage, monitor, and grow CGA-Canada's professional development brand

PRODUCT DEVELOPMENT: I led the webcast and video course product lines, developing the overall product strategy and providing guidance on topics, presenters, and curriculum.

Marketing Strategist & Product Developer

Director, Marketing Ops @ 360Learning | Host @ RevOps FM Podcast | Thinking out loud about GTM + operations

I'm a seasoned marketing operations leader with 15+ years experience building high-performing teams.
Through this experience, I've learned what it takes to build marketing ops strategies, systems, and processes that will scale.

MY EXPERTISE:
• GTM operations strategy and roadmaps
• Designing, building, and optimizing Martech stacks
• Designing structure and processes for global remote teams 
• Data strategy and governance
• Analytics, reporting, KPIs
• Lead routing, management, SLAs, and follow-up
• Multi-channel lead nurturing and ABM
• Lead lifecycle and scoring
• Campaign operations
• Communication and change management

LEADERSHIP EXPERIENCE:
• Establish and lead a global ops function supporting marketing / BDR teams across 4 markets (Germany, France, UK, US).
• Provide coaching, training, and leadership to an expert consulting team (~40 people) on marketing operations best practices, with direct responsibility for a team of seven.
• Develop the solutions architecture function and lead the SA team at a marketing technology consulting firm. 

TECHNOLOGY EXPERTISE:
• Marketo: 4x Marketo Champion and Marketo Certified Solutions Architect (MCSA)
• Salesforce: seasoned Salesforce administrator, architect-level skillset
• Hubspot Certified
• iPaaS / Enterprise Automation: Workato Gold Partner and 2x conference speaker
• Attribution and Analytics: Bizible (Bizible All Star '17, Pipeline Marketing Award '17), Marketo, Looker, PowerBI • Data management: Ringlead, Clearbit, Cognism, etc.
• Lead routing: Lean Data, Distribution Engine

Director of Marketing Operations

Many teams I talk to are still copying and pasting between ChatGPT and the systems where real work actually lives.

 Meanwhile, every vendor ships "AI features" that only see their own tool.

The result is limiting and frustrating.  AI feels tantalizingly capable but can't actually free up your capacity.

I believe the most fundamental shift in 2026 won't come from better models. It will come from creating a ubiquitous AI layer that connects the knowledge and tools we use every day.

If we want AI to start doing actual work that humans do, they need the same level of context and the same ability to act.

Here are some thoughts for system builders and operators on where to focus their energies next year. 

I've been focused on four pillars. The first two are already in production at my company. The second two are emerging areas I see as high leverage:

**1. UNIVERSAL CONTEXT**
AI connected across ALL your corporate systems—not just one tool. At my company, our assistant can pull from Google Drive, Confluence, Gong, Salesforce, Snowflake, and Amplitude. The difference between this and ChatGPT is substantial.

**2. UNIVERSAL ACTION**
AI that actually DOES work, not just analyzes. We've been delegating "paper cut tasks" one at a time—small Salesforce fixes, answering team questions, data updates. Each automation pays ongoing dividends. Once the scaffolding exists, you can justify automating the small, annoying things.

**3. PROACTIVE AI** *(Emerging)*
Systems that prompt YOU instead of waiting to be prompted. An agent that notices your funnel efficiency declining before you do. A sales coach that reaches out to reps with feedback after calls. A project manager that flags misalignment before it derails timelines.

**4. AUTOMATION CREATING AUTOMATION** *(Emerging)*
Agents that spawn workflows and become infrastructure. What if agents could create those workflows for you? This changes the calculus on what's worth automating as the build effort drops dramatically.

---

The gap between "AI can do amazing things" and "AI does real work for my team" is solvable. It's just not about the models anymore.

AI + Automation Architect | Marketing Ops Leader @ 360Learning | Editor @ aibuilders.blog

What’s keeping AI from doing real work—and how to fix it Right now, many teams are still copying and pasting between ChatGPT and the systems where rea

Open article: The operator's roadmap for AI in 2026 by Justin Norris • 11 min read

I suspect a lot of teams are going to get stuck in their AI journey because of a lack of internal documentation.

Most operators already appreciate the value of documentation, but historically it’s been about institutional memory or basic team clarity.

👉 What’s changed is that documentation is no longer just for humans.

The stakes are getting higher. Documentation is becoming a hard barrier to entry for collaborating with AI agents day to day.

That’s because many of the most valuable AI use cases won’t be neat, point solutions built to solve one narrow problem. They’ll be organic, ad-hoc, and fluid interactions with AI in the flow of work, delegating tasks much like you would to a junior employee.

And just like a new employee, the AI needs context in order to act.

Teams without clean, accessible docs end up re-explaining the same things over and over. The friction and time cost of delegation stays high, so AI gets used less, or only for shallow tasks.

Conversely, teams with strong documentation experience something very different. The AI starts to feel like it “intuitively” understands the business: how systems fit together, why processes exist, what constraints matter, and how to navigate unfamiliar tasks without everything being spelled out explicitly.

It develops real figure-it-out-ability.

Now is the time to invest in documentation across a few key dimensions:

FOUNDATIONAL CONTEXT
- A well-structured knowledge base with both detail and business-level overviews
- AI-accessible org charts with responsibilities and decision ownership
- High-level system architecture diagrams (ideally machine-readable, e.g. Mermaid)

SEMANTIC CLARITY
- Schema and KPI dictionaries
- Taxonomies for UTMs, lead sources, lifecycle stages, sales stages, etc.

PROCESS & INTENT
- SOPs that explain why a process exists, not just the steps
- Lightweight decision logs for major system or workflow choices
- Metadata inside workflows describing the problem they were designed to solve

OPERATIONAL GUARDRAILS
- Known constraints, assumptions, and “don’ts”
- Escalation paths and review expectations
- Security policies

In other words, documentation is becoming part of your execution layer.

If your processes only exist in people’s heads, your AI will never scale past an eager assistant that needs constant hand-holding, because autonomy depends on shared, durable context.

Treat documentation as a first-class system.

A lot of the work I do with AI doesn’t actually save me time. In some cases, it takes longer. And that’s a good thing.

Because the point isn’t just to automate busywork. It’s to raise the quality ceiling. 

There’s far more knowledge in the world than any one person can absorb, even inside the domains we specialize in. 

We all have blindspots. 
We all have days where our brains are running at 70%. 

Partnering with AI means pressure-testing your thinking against a wider field of experience -- communication patterns, best practices, risks you might overlook, alternative framings you wouldn’t have considered.

It isn’t perfect. But I almost never run a presentation, memo, or strategy through AI without improving it by at least 25%, sometimes a lot more. 

What's it worth to show up as a 25% better version of yourself in every thing you do? 

This is why I don't view partnering with AI as lazy or disengaged. It's actually about maximizing the quality vs. time ratio. I also actively learn from nearly every interaction and can disregard what's not useful to me. 

PROMPTS YOU CAN USE: 

1) Pre-empt critiques: "Take everything I've told you about [stakeholder] and how they communicate / process information. Identify gaps or weaknesses in this communication from their perspective and help me address them."

2) Avoid blind spots: "Review this from the perspective of a [specific domain] expert. Where does my thinking have gaps, show naivety or ignorance, or seem uninformed?"

3) Identify risks: "Review this strategy and identify as many critical risks as you can, then propose ways to proactively address them." 

4) Elevate your thinking: "Adopt the persona of a seasoned McKinsey consultant. Review this strategy and identify feedback to harden both the thinking and communication."

5) Pressure-test logic: “Identify weak logic, unwarranted assumptions, or leaps in reasoning in this argument. Suggest clearer, more rigorous formulations.”

6) Improve clarity and concision: “Rewrite this section in my voice but with sharper clarity, tighter structure, and more precise language. No embellishment, just refinement.”

Phocas Software

RevOps Manager

Global Marketing Operations Manager

3PL Central

I work to create scalable processes that ensure best practices in lead generation, database management, sales and marketing analytics, and go to market systems integrations utilizing HubSpot at the core.

- Build, manage, and maintain HubSpot campaigns/workflows and be the internal company administrator on all things related to HubSpot.
- Manage technical aspects of key marketing and sales systems (marketing automation, CRM) used to generate, distribute, and report on leads and opportunities.
- Manage lead scoring models and maintaining post-back to CRM.
- CRM maintenance of closed leads, building lists for marketing purposes and outbound calling purposes.
- Establish and maintain scalable processes that ensure best practices in campaign and lead management.
- Create, maintain, and report monthly on metrics and analytics for marketing & revenue team success activities, effectiveness, and business impact.
- Analyze marketing and sales data to develop insights and make recommendations on areas for optimization.

Marketing Operations Manager

Impulse Creative

Having been a HubSpot power user since 2010 and having started and ran his own Platinum HubSpot Partner Agency for 7 years, Josh is excited to bring both his technical and business experience to Impulse Creative. As a Marketing Technologist, his role is to help clients assure that technology is being used in the most effective manner and that it offers a competitive marketing advantage.

Marketing Technologist

SparkReaction

- Advise sales and marketing teams on effective strategies; recommend strategic adjustments.
- Assist clients in deploying new marketing and sales technology such as chatbots, website CMS implementations, third-party integrations, and more.
- Automate sales, marketing, and lead generation processes.
- Track and analyze all sales and marketing eﬀorts.
- Drove company growth to a Platinum HubSpot Partner Agency in 4 years; grew team from 2 to 12. 
- Improved sales to $750,000+ per year.

CEO, Founder

Appcore

- Served as the SME for the entire HubSpot suite of tools.
- Expanded website traffic by 151% in 6mo via inbound marketing, social media, and blogging tactics.
- Achieved a 5,000% expansion in leads generated from the website over 6mo.
- Devised and implemented an SEO strategy to sustain top 3 rankings on Google and Yahoo! (organic, nonpaid results) for 15 key product search terms, with $7k+ in estimated savings from not using PPC.
- Spearheaded the creation of new company website on the HubSpot CMS.
- Rebranded 100+ products to cement a cohesive corporate identity and new company direction.

Marketing Manager

Apple Inc.

I enriched people’s lives through meaningful dialogue about the coolest products on earth. I earned trust by recommending solutions that do more than meet people’s needs—they inspire their hopes and dreams. And I thrilled customers by consistently finding ways to make their ownership experience better than ever.

• Created an experience which will result in a complete solution for the customer
• Translated Apple's most technical knowledge in a way that is easy to understand and apply that to a customer's needs.
• Was the first impression a customer experiences when entering the store, had high energy, charisma and drive to provide the best customer satisfaction
• Focused on the teams overall performances while maintaining the highest sales
• Recognized for consistent customer satisfaction based on technical knowledge and attitude through customer feedback.

Specialist

Hickory Creek, Inc.

Invented first disc golf bag with integrated speakers for media player connection. 

• Designed and implemented integrated marketing strategy including web design, print materials, and social media. 
• Managed networking events including: coordinating space and overseeing logistics on day of events.
• Monitored and tracked progress against plan and budget. 
• Handled numerous relationships with both national and international vendors.

Owner/President

AT&T Mobility

- Exceeded established sales objectives; averaged 125% attainment.
- Recognized as a Top 3 Retail Sales Consultant out of 129 reps in Iowa/Nebraska territory.
- Maintained an average 95% customer satisfaction score.
- Demonstrated strong knowledge of wireless products/accessories, pricing plans, promotions, and service features.
- Created an automated Excel document to track sales across all wireless channels and pay plans.

Retail Sales Consultant

Special Olympics Australia

• Assisted Director of Brand Management & Marketing in wide implementation of marketing and sales plans.
• Monitored and tracked progress against plan and budget.
• Collaborated with co-workers to research and redesign the Special Olympics Australia website.
• Worked closely with team to ensure effective follow-up of marketing programs and tracking of opportunities.
• Collected and organized information from internal and external data sources. 
• Championed firm-wide brand identity and design standards by applying brand standards to all presentations, collateral, and proposals.
• Delivered and executed website redesign within a three month timeframe.

Marketing Internship

RevOps focused HubSpot Admin | 10+ years of HubSpot experience

I specialize in GTM Operations, CRM Strategy, and Revenue Operations, helping businesses build scalable, data-driven processes that optimize growth. With deep expertise in HubSpot, CRM architecture, and revenue intelligence, I align Marketing, Sales, and Customer Success to ensure seamless execution and measurable impact.

How I Create Impact:
✅ GTM Strategy & Execution – Designing and optimizing processes that enable predictable pipeline growth, improve lead conversion, and drive revenue efficiency.
✅ CRM & Data Infrastructure – Architecting scalable systems that provide clear insights into lead attribution, campaign performance, and sales velocity.
✅ Revenue Operations & Process Optimization – Creating standardized frameworks that eliminate friction, improve cross-functional collaboration, and drive operational excellence.
✅ Measurement & Reporting – Enhancing visibility into marketing and sales performance through actionable dashboards, ensuring teams have the right data to make informed decisions.
✅ Tech Stack Enablement – Managing and optimizing CRM and automation tools to improve efficiency and support GTM execution at scale.

As a strategic partner to GTM leaders, I bridge the gap between systems, data, and execution—ensuring revenue teams operate with clarity, efficiency, and precision. My focus is on removing barriers to growth, enabling better decision-making, and driving operational excellence across the customer journey.

💡 Let’s connect if you're looking to refine your GTM motion, optimize CRM strategy, or scale revenue operations.

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