Director, RM Operations & Capabilities
Marketing, Media & Creative · Marketing & Advertising · Digital Marketing · Marketing Strategy
In short
The Director, RM Operations & Capabilities will lead the strategy, design, and evolution of capabilities to make Relationship Marketing (RM) Operations simpler, more scalable, intelligent, and effective. This role focuses on integrating capability development, process transformation, AI, and automation to modernize work across RM Operations and create an AI-enabled operating model.
Responsibilities
- Define and own the RM Operations capability strategy and multi-horizon roadmap.
- Identify capability gaps, redundancies, and opportunities to simplify or redesign how work is performed.
- Establish clear capability requirements connecting business needs, process, technology, data, knowledge, and user experience.
- Lead end-to-end process architecture and transformation across critical RM Operations workflows.
- Identify opportunities to eliminate unnecessary work, simplify handoffs, reduce friction, and improve speed, quality, and scalability.
- Ensure redesigned processes are built for automation and AI from the start.
- Define the strategy for incorporating agents, automation, and AI-powered experiences into RM Operations.
- Establish a scalable approach to operational knowledge so employees and agents can easily discover and use authoritative information.
- Define KPIs and success measures for capability adoption, process effectiveness, automation, and agentic experiences.
- Develop approaches that accelerate adoption of new capabilities, processes, automation, and agentic experiences.
- Serve as a strategic connector across RM Operations, marketing stakeholders, engineering/product teams, data, privacy, security, and other partners.
- Develop compelling executive narratives, roadmaps, and recommendations that enable leadership decisions and investment prioritization.
Requirements
- Bachelor's Degree in Business, Marketing, Communications, Finance, Engineering, or related field AND 10+ years of marketing operations, program management, project management, or related experience OR equivalent experience.
- Extensive experience leading business operations, transformation, process excellence, product/program management, capability development, or related disciplines.
- Demonstrated experience redesigning complex end-to-end business processes across functions.
- Strong understanding of AI, automation, emerging agentic experiences, and their application to business operations.
- Experience translating business problems into scalable process, technology, data, or automation solutions.
- Proven ability to lead complex transformation initiatives involving multiple stakeholders and organizational dependencies.
- Strong executive communication, strategic thinking, and influence skills.
- Demonstrated ability to operate effectively across business and technical teams in ambiguous, rapidly evolving environments.
- Strong orientation toward measurable business outcomes, adoption, and continuous improvement.
- Experience designing AI-enabled or automation-enabled operating models.
- Experience with Lean, Kaizen, Six Sigma, process engineering, or comparable operational excellence methodologies.
- Experience with knowledge management, workflow orchestration, business process management, or employee experience design.
- Experience defining capability roadmaps and managing transformation portfolios.
- Familiarity with responsible AI, privacy, security, governance, and compliance considerations associated with enterprise AI adoption.
Benefits
- The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year.
- There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.
- Certain roles may be eligible for benefits and other compensation.
- Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Skills
AIAutomationProcess TransformationProduct ManagementProgram ManagementLeanKaizenSix SigmaKnowledge ManagementWorkflow OrchestrationBusiness Process Management
#marketing operations#relationship marketing#process transformation#AI#automation#agentic AI#operational excellence#change management#governance#cross-functional leadership
About Microsoft
Empowering every person and organization on the planet to achieve more
Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting…
Company
MicrosoftJob Posted
3 days ago
Employment Type
Full Time
Work mode
Hybrid
Salary
US$130,900–251,900 / year
Experience Level
Director
Locations
United States
Qualification
Bachelor
Applicants
Be an early applicant
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