Director, Relationship Marketing Ops & Capabilities

Responsibilities

• Capability Strategy & Roadmap
• - 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 how work is performed.
• - Establish clear capability requirements connecting business needs, process, technology, data, knowledge, and user experience.
• - Develop frameworks for assessing capability maturity and prioritizing investments across RM Operations.
• - Partner with operational leaders to translate emerging business requirements into scalable capabilities rather than one-off solutions.
• Process Transformation & Operational Excellence
• - Lead end-to-end process architecture and transformation across critical RM Operations workflows.
• - Identify opportunities to 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.

Requirements

• 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.

Preferred

• 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 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.