Senior Marketing Manager, Digital Trust & Global Regulations (Program Ops)
About The Position
The Senior Marketing Manager, Digital Trust & Global Regulations (Program Ops) is an individual contributor responsible for the operational lifecycle of customer and field inquiries involving trust and regulatory barriers to technology adoption. The role oversees intake, prioritization, expert coordination, direct customer engagement, resolution tracking, and business reporting. It works across Security Marketing, CELA (Corporate, External, and Legal Affairs), Sales, Product, Engineering, and Support to provide clarity, accountability, and consistent execution for complex trust engagements. The position strengthens scalable operating processes, connects customer and field engagement workflows, and turns recurring trust issues into actionable insights to improve customer experiences, field readiness, and measurable business impact. It manages business requirements and operational workflows while partnering with platform owners on architecture and integrations and with the Community role on audience strategy and engagement.
Requirements
- Bachelor's degree in Business, Operations, Finance, or a related field and 4+ years of experience in program management, process management, or process improvement, or equivalent experience.
- Experience in business operations, program management, or complex customer-facing issue resolution.
- Experience coordinating cross-functional stakeholders and managing issues from intake through resolution.
- Experience developing CRM workflows, operational processes, service expectations, and continuous-improvement practices.
- Ability to translate customer and field insights into actionable recommendations and executive-ready reporting.
- Effective communication, analytical, organizational, and stakeholder-management skills.
Nice To Haves
- Master's degree in Business, Operations, Finance, or a related field and 6+ years of experience in program management, process management, or process improvement; or bachelor's degree in those fields and 8+ years of relevant experience; or equivalent experience.
- Experience in cybersecurity, digital trust, privacy, compliance, regulatory programs, or regulated industries.
Responsibilities
- Manage unified intake, triage, prioritization, routing, follow-up, resolution tracking, and reporting for trust and regulatory inquiries across the Service Trust Portal, [email protected], and field channels.
- Provide direct support for complex customer and field questions.
- Partner with sellers, CELA, Product, Engineering, and Support to resolve trust blockers and enable confident technology adoption.
- Establish accountability, service expectations, escalation pathways, and repeatable playbooks to improve the quality and consistency of customer and field support.
- Connect internal field engagement with external community and event journeys through coordinated contact, registration, preference, and handoff workflows, keeping support-case information and marketing permissions distinct.
- Analyze recurring trust and regulatory issues to identify adoption barriers, proactive engagement opportunities, and priorities for field guidance and program improvement.
- Develop executive-ready reporting on time to triage and resolution, blockers removed, service quality, CRM data quality, CELA-supported deal outcomes, and validated business influence.
- Manage business requirements and operational workflows while partnering with platform owners on architecture and integrations, and with the Community role on audience strategy and engagement.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
