Director, Relationship Marketing Ops & Capabilities

Microsoft•Redmond, WA

2d•$130,900 - $251,900

About The Position

The Director, RM Operations & Capabilities leads the strategy, design, and evolution of capabilities that make Relationship Marketing (RM) Operations simpler, more scalable, intelligent, and effective. The role integrates capability development, end-to-end process transformation, operational excellence, knowledge, automation, and agentic AI to modernize work across RM Operations. It partners with RM Operations, Marketing, technology, data, privacy, and compliance teams to translate business needs into scalable capabilities and advance a cohesive AI-enabled operating model in which people, processes, data, automation, and agents work together to deliver business outcomes. RM Operations is described as the operational engine that turns Relationship Marketing strategy into scalable, high-quality execution. Its charter includes orchestrating end-to-end planning and delivery with clear ownership and governance; simplifying and scaling work by removing friction and creating reusable capabilities; modernizing with AI and automation; and driving operational excellence through measurable outcomes, accessible knowledge, and continuous improvement. The position is classified as Marketing Technology IC5. The typical U.S. base pay range is USD $130,900–$251,900 per year. The range for specific work locations in the San Francisco Bay Area and New York City metropolitan area is USD $165,600–$272,300 per year. Certain roles may be eligible for benefits and other compensation. The position will be open for at least five days, with applications accepted on an ongoing basis until filled.

Requirements

Bachelor's degree in Business, Marketing, Communications, Finance, Engineering, or a 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 work effectively across business and technical teams in ambiguous, rapidly evolving environments.
Strong orientation toward measurable business outcomes, adoption, and continuous improvement.

Nice To Haves

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.

Responsibilities

Define and own the RM Operations capability strategy and multi-horizon roadmap in alignment with business priorities and the evolving operating model.
Identify capability gaps, redundancies, and opportunities to simplify or redesign work; establish capability requirements connecting business needs, processes, technology, data, knowledge, and user experience.
Develop capability-maturity assessment and investment-prioritization frameworks, and partner with operational leaders to turn emerging requirements into scalable capabilities.
Lead end-to-end process architecture and transformation across critical RM Operations workflows; eliminate unnecessary work, simplify handoffs, and improve speed, quality, and scalability.
Establish standards and governance for process design, documentation, measurement, and continuous improvement; apply Lean, Kaizen, and other operational excellence practices as appropriate.
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; identify high-value use cases and translate workflows into agentic requirements and experiences.
Partner with engineering, product, data, security, privacy, and other stakeholders to advance agentic capabilities from concept through operational adoption, with appropriate human oversight and governance.
Help evolve RM Operations toward an operating model where people, agents, automation, and platforms work together.
Establish a scalable approach to operational knowledge so employees and agents can discover and use authoritative information; improve knowledge discoverability, reuse, consistency, and governance.
Simplify employee experiences by reducing fragmentation across processes, tools, documentation, and knowledge, and design around how employees need to accomplish work.
Define KPIs and success measures for capability adoption, process effectiveness, automation, and agentic experiences; measure outcomes and identify opportunities for optimization.
Use operational insights, employee feedback, and performance data to inform priorities, and demonstrate business value through reduced friction, increased capacity, improved quality, and faster execution.
Develop approaches that accelerate adoption of capabilities, processes, automation, and agentic experiences; establish governance, decision rights, standards, and ownership.
Partner with change-management and business leaders to prepare teams for new ways of working, and create feedback loops to improve capabilities.
Connect RM Operations with marketing stakeholders, engineering and product teams, data, privacy, security, procurement and vendors, and other partners.
Translate operational needs into technical possibilities, influence across organizational boundaries, and drive clarity across shared ownership, processes, and requirements.
Develop executive narratives, roadmaps, and recommendations that support leadership decisions and investment prioritization.