Manager, Martech Operations

Universal Music Group•Santa Monica, CA

1d•$58,500 - $85,000

About The Position

The Manager, Martech Operations - West Coast/APAC owns regional martech operations coverage for West Coast and APAC stakeholders. This role oversees outsourced support execution, clarifies non-standard tickets, supports QA/SLA discipline, trains regional stakeholders, and owns documentation and standards for the Canvas and data specialization area.

Requirements

4+ years of experience in martech operations, CRM operations, marketing operations, campaign operations, digital operations, or related roles.
Experience coordinating work with external support teams, agencies, vendors, or shared-service partners.
Working knowledge of CRM, ESP, marketing automation, CDP, SMS, or digital campaign platforms.
Comfort reviewing imports, exports, audience/list requests, field mapping, data files, campaign metadata, and QA requirements.
Ability to clarify incomplete requests, identify blockers, and escalate issues with clear context.
Strong organizational, communication, documentation, and stakeholder management skills.
Ability to train business users on intake standards, support process, and operational expectations.

Nice To Haves

Experience with Braze, Dotdigital, or comparable CRM/marketing automation platforms.
Experience supporting audience segmentation, data imports, subscription lists, suppression logic, or campaign QA.
Exposure to Braze Canvas, Dotdigital Programs, or similar journey/automation tools.
Familiarity with consent, opt-ins, opt-outs, subscription-state handling, and privacy-sensitive campaign operations.
Experience working with global, regional, or multi-brand marketing stakeholders.

Responsibilities

Oversee West Coast/APAC ticket coverage and outsourced support team follow-up.
Clarify incomplete, unclear, or non-standard tickets before work is executed by the outsourced support team.
Monitor SLA risk, blocked tickets, QA issues, rework, and escalation needs for the coverage region.
Support oversight for regional imports, exports, audience/list QA, field mapping, data troubleshooting, and Canvas-related requests.
Train West Coast/APAC stakeholders on ticket intake expectations, support timelines, QA requirements, and escalation paths.
Collect regional examples and recurring issues related to Canvas and data workflows and convert them into documentation and training updates.
Partner with the Senior Manager and peer Manager to ensure Canvas/data standards are usable across regions.
Write, own, and standardize documentation for Canvas and data support workflows.
Maintain Canvas ticket intake standards, Canvas QA examples, and basic Canvas troubleshooting guidance.
Maintain data file readiness standards, import/export request guidance, audience/list QA examples, field mapping guidance, and common data troubleshooting examples.
Create and maintain training materials that help stakeholders submit clearer Canvas and data-related requests.
Partner with the Senior Manager to ensure Canvas and data documentation aligns with the broader global support model.
Partner with the Senior Manager to ensure governance/process documentation aligns with the broader global support model.
Maintain ticket intake governance, required request fields by ticket type, standard ticket quality examples, and process exception guidance.

Benefits

Comprehensive medical, dental, and vision coverage
100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent