Manager, Martech Operations

Responsibilities

• Oversee West Coast/APAC ticket coverage and outsourced support team follow-up.
• Clarify incomplete, unclear, or non-standard tickets before work is executed by the outsourced support team.
• Monitor SLA risk, blocked tickets, QA issues, rework, and escalation needs for the coverage region.
• Support oversight for regional imports, exports, audience/list QA, field mapping, data troubleshooting, and Canvas-related requests.
• Train West Coast/APAC stakeholders on ticket intake expectations, support timelines, QA requirements, and escalation paths.
• Collect regional examples and recurring issues related to Canvas and data workflows and convert them into documentation and training updates.
• Partner with the Senior Manager and peer Manager to ensure Canvas/data standards are usable across regions.
• Bring your VIBE:
• 4+ years of experience in martech operations, CRM operations, marketing operations, campaign operations, digital operations, or related roles.
• Experience coordinating work with external support teams, agencies, vendors, or shared-service partners.
• Working knowledge of CRM, ESP, marketing automation, CDP, SMS, or digital campaign platforms.
• Comfort reviewing imports, exports, audience/list requests, field mapping, data files, campaign metadata, and QA requirements.
• Ability to clarify incomplete requests, identify blockers, and escalate issues with clear context.
• Strong organizational, communication, documentation, and stakeholder management skills.
• Ability to train business users on intake standards, support process, and operational expectations.
• Preferred Experience and Skills:
• Experience with Braze, Dotdigital, or comparable CRM/marketing automation platforms.
• Experience supporting audience segmentation, data imports, subscription lists, suppression logic, or campaign QA.
• Exposure to Braze Canvas, Dotdigital Programs, or similar journey/automation tools.
• Familiarity with consent, opt-ins, opt-outs, subscription-state handling, and privacy-sensitive campaign operations.
• Experience working with global, regional, or multi-brand marketing stakeholders.
• Success Measures:
• West Coast/APAC queue is visible, prioritized, and moving through outsourced support with fewer blockers.
• Canvas-related requests are completed accurately and efficiently, with the role able to clarify requirements, support basic workflow setup, coordinate vendor execution, and reduce rework through effective QA.
• Stakeholders submit more complete requests due to improved training and documentation.
• Recurring Canvas/data issues are captured and turned into examples, standards, or process improvements.
• Regional SLA and QA expectations are applied consistently.
• Perks Playlist:
• Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren't just values-they're how we work every day. Here are some o

Additional Information

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. How we LEAD: The Manager, Martech Operations - West Coast/APAC owns regional martech operations coverage for West Coast and APAC stakeholders. This role oversees outsourced support execution, clarifies non-standard tickets, supports QA/SLA discipline, trains regional stakeholders, and owns documentation and standards for the Canvas and data specialization area. Role Focus Distribution Focus area and Allocation Regional ticket coverage and outsource team oversight 50% Non-standard ticket troubleshooting and escalation 20% Process, QA, and SLA governance 15% Regional stakeholder training 10% Specialized area ownership 5% How you'll CREATE: Canvas and data Specialization Ownership and Documentation Write, own, and standardize documentation for Canvas and data support workflows. Maintain Canvas ticket intake standards, Canvas QA examples, and basic Canvas troubleshooting guidance. Maintain data file readiness standards, import/export request guidance, audience/list QA examples, field mapping guidance, and common data troubleshooting examples. Create and maintain training materials that help stakeholders submit clearer Canvas and data-related requests. Partner with the Senior Manager to ensure Canvas and data documentation aligns with the broader global support model. Partner with the Senior Manager to ensure governance/process documentation aligns with the broader global support model. Maintain ticket intake governance, required request fields by ticket type, standard ticket quality examples, and process exception guidance.

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