Manager, Martech Operations

Manager, Martech Operations - West Coast/APAC

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.

Key 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 of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical, dental, and vision coverage
• Including 100% coverage for out-patient in-network mental health services
• Fertility coverage for eligible medical plan participants
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• Student Loan Repayment Assistance and Tuition Reimbursement
• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Company Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

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