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About the Role

RM Operations is the operational engine that turns Relationship Marketing strategy into scalable, high-quality execution. The Director, RM Operations & Capabilities leads the strategy, design, and evolution of capabilities that make RM Operations simpler, more scalable, intelligent, and effective, integrating capability development, process transformation, operational excellence, knowledge, automation, and AI to modernize work.

Responsibilities

Define and own the RM Operations capability strategy and multi-horizon roadmap.
Identify capability gaps, redundancies, and opportunities to simplify or redesign work.
Establish clear capability requirements connecting business needs, process, technology, data, knowledge, and user experience.
Develop frameworks for assessing capability maturity and prioritizing investments.
Partner with operational leaders to translate emerging business requirements into scalable capabilities.
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.
Apply Lean, Kaizen, and other operational excellence practices.
Ensure redesigned processes are built for automation and AI.
Define the strategy for incorporating agents, automation, and AI-powered experiences into RM Operations.
Identify high-value opportunities where agentic experiences can augment employees, automate repeatable work, or orchestrate complex workflows.
Translate operational workflows into clear agentic use cases, requirements, and experiences.
Partner with engineering, product, data, security, privacy, and other stakeholders to move agentic capabilities from concept through operational adoption.
Establish principles for effective human-agent collaboration.
Help evolve RM Operations toward an operating model where people, agents, automation, and platforms operate together.
Establish a scalable approach to operational knowledge for easy discovery and use.
Simplify the RM Operations employee experience by reducing fragmentation across processes, tools, documentation, and knowledge.
Work across teams to improve discoverability, reuse, consistency, and governance of operational knowledge.
Design experiences around how employees need to accomplish work.
Define KPIs and success measures for capability adoption, process effectiveness, automation, and agentic experiences.
Establish mechanisms to measure operational outcomes and identify opportunities for continued optimization.
Use operational insights, employee feedback, and performance data to inform capability and process priorities.
Demonstrate measurable business value from transformation investments.
Develop approaches that accelerate adoption of new capabilities, processes, automation, and agentic experiences.
Establish clear 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 that continuously improve capabilities based on employee and business needs.
Serve as a strategic connector across RM Operations, marketing stakeholders, engineering/product teams, data, privacy, security, procurement/vendors, and other partners.
Translate between operational needs and technical possibilities.
Influence across organizational boundaries and drive clarity where ownership, processes, or requirements span multiple teams.
Develop compelling executive narratives, roadmaps, and recommendations.

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.
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.
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.

Skills

AI
Automation
Agentic experiences
Process transformation
Operational excellence
Knowledge management
Workflow orchestration
Business process management
Employee experience design
Lean
Kaizen
Six Sigma
Process engineering
Executive communication
Strategic thinking
Influence

Location

U.S.
San Francisco Bay area
New York City metropolitan area

Work Type

Full-time

Experience Level

10+ years of marketing operations, program management, project management, or related experience
Extensive experience leading business operations, transformation, process excellence, product/program management, capability development, or related disciplines

Education Level

Bachelor's Degree in Business, Marketing, Communications, Finance, Engineering, or related field

Salary/Compensations

USD $130,900 - $251,900 per year (U.S.)
USD $165,600 - $272,300 per year (San Francisco Bay area and New York City metropolitan area)

Benefits

Certain roles may be eligible for benefits and other compensation.

About the Company

RM Operations is the operational engine that turns Relationship Marketing strategy into scalable, high-quality execution, connecting people, process, data, technology, knowledge, automation, and AI to make work simpler, faster, and more effective.

Equal Opportunity

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.