Director, Relationship Marketing Ops & Capabilities

** Overview*
* ** 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. Our charter centers on four core areas:
1) Orchestrate & Execute end-to-end planning and delivery with clear ownership and governance;
2) Simplify & Scale by removing friction, streamlining processes, and creating reusable capabilities;
3) Modernize with AI & Automation by designing AI-ready workflows and agentic experiences that augment people and automate or orchestrate work; and
4) Drive Operational Excellence through measurable outcomes, accessible knowledge, continuous improvement, and improvements in speed, capacity, quality, experience, and cost.

The  
** Director,*
* ** RM Operations & Capabilities
** leads the strategy, design, and evolution of capabilities that make RM Operations simpler, more scalable, intelligent, and effective.

This leader integrates capability development, end-to-end process transformation, operational excellence, knowledge, automation, and agentic AI to modernize work across RM Operations.

The role partners across RM Operations, Marketing, technology, data, and privacy and compliance teams to translate business needs into scalable capabilities. Its core mandate is to move the organization beyond incremental improvements to a cohesive AI-enabled operating model in which people, processes, data, automation, and agents work together to deliver business outcomes.

** 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.

+ 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.

** Agentic Experiences & AI-Enabled Operations*
* + 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.

** Knowledge & Employee Experiences*
* + 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.

** Measurement & Continuous Improvement*
* + Define KPIs and success measures for capability adoption, process effectiveness, automation, and agentic experiences.

+ Establish mechanisms to measure…