Director, Relationship Marketing Ops & Capabilities

Microsoft • Redmond, WA

2d • $130,900 - $272,300

About The Position

RM Operations turns Relationship Marketing strategy into scalable, high-quality execution by connecting people, processes, data, technology, knowledge, automation, and AI. Its charter is to orchestrate end-to-end planning and delivery, simplify and scale work, modernize operations with AI and automation, and drive operational excellence through measurable outcomes and continuous improvement.

The Director, RM Operations & Capabilities leads the strategy, design, and evolution of capabilities that make 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. It partners across RM Operations, Marketing, technology, data, privacy, and compliance teams to translate business needs into scalable capabilities and advance a cohesive AI-enabled operating model.

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.

Nice To Haves

• Extensive experience leading business operations, transformation, process excellence, product or 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.
• 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.

Responsibilities

• Define and own the RM Operations capability strategy and multi-horizon roadmap aligned to business priorities and the evolving operating model.
• Identify capability gaps, redundancies, and opportunities to simplify or redesign work.
• Establish capability requirements that connect business needs, processes, technology, data, knowledge, and user experience.
• Develop frameworks for assessing capability maturity and prioritizing investments.
• Partner with operational leaders to turn emerging business requirements into scalable capabilities.
• Lead end-to-end process architecture and transformation across critical RM Operations workflows.
• Eliminate unnecessary work, simplify handoffs, reduce friction, 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 while advancing toward intelligent operations.
• Ensure redesigned processes are built for automation and AI.
• Define the strategy for incorporating agents, automation, and AI-powered experiences into RM Operations.
• Identify opportunities for agentic experiences to augment employees, automate repeatable work, orchestrate workflows, and improve decision support.
• Translate operational workflows into agentic use cases, requirements, and experiences.
• Partner with engineering, product, data, security, privacy, and other stakeholders to advance agentic capabilities from concept through adoption.
• Establish principles for human-agent collaboration, including appropriate oversight and governance.
• Help evolve RM Operations toward an operating model in which people, agents, automation, and platforms work together.
• Establish a scalable approach to operational knowledge that enables employees and agents to discover and use authoritative information.
• Improve the employee experience by reducing fragmentation across processes, tools, documentation, and knowledge.
• Improve the discoverability, reuse, consistency, and governance of operational knowledge.
• Design experiences around employees' work needs rather than individual systems or organizational boundaries.
• Define KPIs and success measures for capability adoption, process effectiveness, automation, and agentic experiences.
• Measure operational outcomes and identify continued optimization opportunities.
• Use operational insights, employee feedback, and performance data to inform capability and process priorities.
• Demonstrate business value through reduced friction, increased capacity, improved quality, and faster execution.
• Develop approaches to accelerate adoption of new capabilities, processes, automation, and agentic experiences.
• Establish governance, decision rights, standards, and ownership for operational capabilities.
• Partner with change-management and business leaders to prepare teams for new ways of working.
• Create feedback loops to improve capabilities based on employee and business needs.
• Connect RM Operations, marketing stakeholders, engineering and product teams, data, privacy, security, procurement and vendors, and other partners.
• Translate operational needs and technical possibilities into solutions that address meaningful business problems.
• Influence across organizational boundaries and clarify ownership, processes, and requirements spanning multiple teams.
• Develop executive narratives, roadmaps, and recommendations to support leadership decisions and investment prioritization.

Benefits

• Certain roles may be eligible for benefits and other compensation; additional benefits and pay information is available through the Microsoft careers pay information page.

What This Job Offers

• Job Type: Full-time
• Career Level: Director