Senior Director, Marketing Operations

This is a hybrid role if located in Raleigh, NC or Charlotte, NC with the expectation that time working will regularly take place inside and outside of a company office. Open to remote in several markets for highly qualified candidates.

The Senior Director, Marketing Operations is the enterprise leader responsible for leading marketing as a disciplined, scalable, and performance-driven business function. This role provides the operational foundation that enables marketing strategy to be translated into coordinated execution, measurable outcomes, and sustainable growth across the organization.

Leading the planning, intake governance, prioritization, workflow, resource management, and capacity planning functions, the Senior Director ensures that marketing teams operate with consistency, accountability, and efficiency. This leader will drive the evolution of a modern, AI-enabled marketing operating model, leveraging automation, data, and best-in-class processes to improve agility, productivity, and business impact.

As a strategic partner to senior marketing and business leaders, this role is responsible for building the infrastructure, governance, and operational rigor required to optimize resources, maximize return on marketing spend, and continuously improve execution across teams, channels, and customer experiences.

Enterprise Marketing Operations Leadership

• Lead and optimize the end-to-end enterprise marketing operating model, ensuring alignment across planning, prioritization, execution, governance, and performance management.
• Establish clear processes, decision rights, and accountability structures across marketing and key partner functions.
• Serve as the central orchestrator across teams, channels, platforms, and stakeholders to ensure coordinated, efficient execution.
• Translate strategic priorities into scalable operational plans that enable business growth and marketing effectiveness.

Marketing Resource & Business Management

• Implement and manage Marketing Resource Management (MRM) capabilities, including budget planning, forecasting, resource allocation, capacity management, and vendor governance.
• Drive operational transparency and financial discipline across marketing investments, resources, and priorities.
• Ensure clear linkage between marketing investments, execution activities, performance outcomes, and business objectives.
• Develop frameworks that optimize resource utilization, improve productivity, and enhance return on marketing spend.

AI-Enabled Workflow & Automation

• Design and implement AI-enabled workflows and automation capabilities that enhance efficiency, scalability, and execution quality.
• Advance automation across campaign orchestration, content operations, personalization, and decision-support processes.
• Identify opportunities to reduce manual effort, accelerate speed-to-market, and improve consistency across marketing execution.
• Partner with Marketing Technology and Analytics teams to embed AI and intelligent automation into marketing operations.

Governance, Execution Excellence & Performance Operations

• Establish and enforce standardized workflows for campaign management, content lifecycle management, approvals, compliance, and execution governance.
• Ensure consistent execution practices across business units, marketing teams, and channels.
• Partner with Analytics to integrate performance measurement, reporting, and optimization into marketing workflows.
• Lead test-and-learn practices and continuous improvement initiatives that enhance efficiency, effectiveness, quality, and business impact.
• Monitor operational performance and process adherence, using data-driven insights to identify opportunities for optimization.

Cross-Functional Leadership & Integration

• Build strong partnerships across Marketing Strategy, Brand, Marketing Technology, Analytics, and business stakeholders to align priorities and execution.
• Ensure seamless coordination and handoffs between strategy, execution, measurement, and optimization functions.
• Reduce organizational fragmentation by creating connected processes, shared accountability, and enterprise-wide alignment.
• Influence stakeholders across the organization to drive adoption of operating standards, process improvements, and scalable ways of working.

Bachelor's Degree and 12 years of experience in Contact Center and or Operational experience OR High School Diploma or GED and 16 years of experience in Contact Center and or Operational experience

Required Skills:

• 12+ years of experience in Marketing Operations
• Risk Identification
• Risk Mitigation

Preferred Qualifications:

• 12+ years of progressive experience in marketing operations, marketing management, or go-to-market (GTM) operations within the financial services industry.
• Proven track record designing, implementing, and scaling enterprise marketing operating models that drive efficiency, accountability, and measurable business outcomes.
• Experience implementing and governing enterprise workflow, work management, and collaboration platforms (e.g., Jira, Adobe Workfront, Optimizely, or similar solutions).
• Experience implementing and optimizing Marketing Resource Management (MRM) capabilities, including budget management, resource planning, capacity management, and operational governance.
• Demonstrated success deploying AI-enabled marketing workflows, automation solutions, and process transformation initiatives that improve scalability and productivity.
• Experience leading within complex, matrixed organizations and influencing outcomes across multiple stakeholders, functions, and business units.
• Expert knowledge of marketing operations, marketing technology, analytics, performance measurement, and organizational effectiveness.
• Bachelor's degree in Marketing, Business Administration, Operations, or a related field.
• Advanced degree preferred.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

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