Director, Relationship Marketing Ops & Capabilities

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 Establish standards and governance for process design, documentation, measurement, and continuous improvement. Apply Lean, Kaizen, and other operational excellence practices where appropriate while evolving beyond traditional process optimization toward intelligent operations. Ensure redesigned processes are built for automation and AI from the start. Establish mechanisms to measure operational outcomes and identify opportunities for continued optimization. Develop approaches that accelerate adoption of new capabilities, processes, automation, and agentic experiences. Establish clear governance, decision rights, standards, and ownership for operational capabilities. 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, orchestrate complex workflows, or improve decision support. 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, including appropriate human oversight and governance. Help evolve RM Operations from workflows that are primarily people- and tool-driven toward an operating model where people, agents, automation, and platforms operate together. Establish a scalable approach to operational knowledge so employees and agents can easily discover and use authoritative information. 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 rather than individual systems or organizational boundaries. 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, ensuring solutions solve meaningful business problems. Influence across organizational boundaries and drive clarity where ownership, processes, or requirements span multiple teams. Develop compelling executive narratives, roadmaps, and recommendations that enable leadership decisions and investment prioritization. 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.