Director, Relationship Marketing Ops & Capabilities

Overview

RM Operations is the operational engine that turns Relationship Marketing strategy into scalable, high-quality execution , connecting people, process, data, technology, knowledge, automation, and AI to make work simpler, faster, and more effective. Our charter centers on four core areas: 1) Orchestrate & Execute end-to-end planning and delivery with clear ownership and governance; 2) Simplify & Scale by removing friction, streamlining processes, and creating reusable capabilities; 3) Modernize with AI & Automation by designing AI-ready workflows and agentic experiences that augment people and automate or orchestrate work; and 4) Drive Operational Excellence through measurable outcomes, accessible knowledge, continuous improvement, and improvements in speed, capacity, quality, experience, and cost.

The Director, RM Operations & Capabilities leads the strategy, design, and evolution of capabilities that make RM Operations simpler, more scalable, intelligent , and effective .

This leader integrates capability development, end-to-end process transformation, operational excellence, knowledge, automation, and agentic AI to modernize work across RM Operations.

The role partners across RM Operations, Marketing, technology, data, and privacy and compliance teams to translate business needs into scalable capabilities . Its core mandate is to move the organization beyond incremental improvements to a cohesive AI-enabled operating model in which people, processes, data, automation, and agents work together to deliver business outcomes.

Responsibilities

Capability Strategy & Roadmap

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Define and own the RM Operations capability strategy and multi-horizon roadmap aligned to business priorities and the evolving operating model.

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Identify capability gaps, redundancies, and opportunities to simplify or redesign how work is performed.

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Establish clear capability requirements connecting business needs, process, technology, data, knowledge, and user experience.

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Develop frameworks for assessing capability maturity and prioritizing investments across RM Operations.

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Partner with operational leaders to translate emerging business requirements into scalable capabilities rather than one-off solutions.

Process Transformation & Operational Excellence

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Lead end-to-end process architecture and transformation across critical RM Operations workflows.

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Identify opportunities to eliminate unnecessary work, simplify handoffs, reduce friction, and improve speed, quality, and scalability.

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Establish standards and governance for process design, documentation, measurement, and continuous improvement.

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Apply Lean, Kaizen, and other operational excellence practices where appropriate while evolving beyond traditional process optimization toward intelligent operations.

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Ensure redesigned processes are built for automation and AI from the start.

Agentic Experiences & AI-Enabled Operations

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Define the strategy for incorporating agents, automation, and AI-powered experiences into RM Operations.

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Identify high-value opportunities where agentic experiences can augment employees, automate repeatable work, orchestrate complex workflows, or improve decision support.

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Translate operational workflows into clear agentic use cases, requirements, and experiences.

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Partner with engineering, product, data, security, privacy, and other stakeholders to move agentic capabilities from concept through operational adoption.

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Establish principles for effective human-agent collaboration, including appropriate human oversight and governance.

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Help evolve RM Operations from workflows that are primarily people- and tool-driven toward an operating model where people, agents, automation, and platforms operate together.

Knowledge & Employee Experiences

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Establish a scalable approach to operational knowledge so employees and agents can easily discover and use authoritative information.

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Simplify the RM Operations employee experience by reducing fragmentation across processes, tools, documentation, and knowledge.

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Work across teams to improve discoverability, reuse, consistency, and governance of operational knowledge.

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Design experiences around how employees need to accomplish work rather than individual systems or organizational boundaries.

Measurement & Continuous Improvement

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Define KPIs and success measures for capability adoption, process effectiveness, automation, and agentic experiences.

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Establish mechanisms to measure operational outcomes and identify opportunities for continued optimization.

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Use operational insights, employee feedback, and performance data to inform capability and process priorities.

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Demonstrate measurable business value from transformation investments through improvements such as reduced friction, increased capacity, improved quality, and faster execution.

Change, Adoption & Governance

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Develop approaches that accelerate adoption of new capabilities, processes, automation, and agentic experiences.

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Establish clear governance, decision rights, standards, and ownership for operational capabilities.

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Partner with change-management and business leaders to prepare teams for new ways of working.

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Create feedback loops that continuously improve capabilities based on employee and business needs.

Cross-Functional Leadership

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Serve as a strategic connector across RM Operations, marketing stakeholders, engineering/product teams, data, privacy, security, procurement/vendors, and other partners.

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Translate between operational needs and technical possibilities, ensuring solutions solve meaningful business problems.

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Influence across organizational boundaries and drive clarity where ownership, processes, or requirements span multiple teams.

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Develop compelling executive narratives, roadmaps, and recommendations that enable leadership decisions and investment prioritization.

Qualifications

Required/minimum qualifications

• 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.

Additional or preferred qualifications

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Extensive experience leading business operations, transformation, process excellence, product/program management, capability development, or related disciplines.

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Demonstrated experience redesigning complex end-to-end business processes across functions.

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Strong understanding of AI, automation, emerging agentic experiences, and their application to business operations.

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Experience translating business problems into scalable process, technology, data, or automation solutions.

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Proven ability to lead complex transformation initiatives involving multiple stakeholders and organizational dependencies.

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Strong executive communication, strategic thinking, and influence skills.

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Demonstrated ability to operate effectively across business and technical teams in ambiguous, rapidly evolving environments.

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Strong orientation toward measurable business outcomes, adoption, and continuous improvement.

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Experience designing AI-enabled or automation-enabled operating models.

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Experience with Lean, Kaizen, Six Sigma, process engineering, or comparable operational excellence methodologies.

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Experience with knowledge management, workflow orchestration, business process management, or employee experience design.

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Experience defining capability roadmaps and managing transformation portfolios.

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Familiarity with responsible AI, privacy, security, governance, and compliance considerations associated with enterprise AI adoption.

Marketing Technology IC5 - 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.