Marketing Services & Engagement Manager

Microsoft

Location: United States

Job Type: Full time

Posted


We need a Marketing Services and Engagement Manager to join our Marketing Services Development team to be responsible for onboarding and managing services for non-GDC Corporate teams that need support from Global Demand Center (GDC) Capabilities and Marketing Services Central (MSC) Services. Support will not be exclusive to Global Partner Solutions (GPS) but extend to teams like Business Applications Group (BAG), Microsoft Customer and Partner solutions (MCAPs), Microsoft Research (MSR), Microsoft Philanthropies, etc.

Responsibilities

Planning & Account Management

  • Drive the Fiscal Year (FY) planning process to determine MSC SDH and MC resource capacity that meets the corporate stakeholder executional needs for the FY.
  • Manage and execute monthly variable cross charge processes where applicable
  • Establish the Rhythm of Business (ROB) and service update communications with the stakeholders to maintain an open and prompt feedback loop
  • Establish high level RACI (Responsible Accountable Contributor Informed) and paths of escalation.
  • Conducts medium-sized (e.g., a feature) planning by seeking to identify key milestones, providing input into developing plans, and contributing to team discussions. Understand and articulates business impacts.
  • Develops planning documents and drives discussions to drive action and ensure execution, managing ambiguity and complex scenarios.
  • Works across teams to provide status updates, drive progress, and align business stakeholders.

Program & Service Management 

  • Work with Corporate stakeholders to determine services forecasts and monitor utilization accordingly.
  • Monitor service adoption rates across regions and track service efficiency metrics including change request volumes.
  • Coordinate between Marketing Services and business stakeholders throughout the service onboarding and delivery.
  • Develop and maintain field facing readiness documentation, conduct regular service training, and participate in monthly community calls.
  • Optimize service delivery and processes on a continual basis, including documentation, business rules, and Privacy/CELA (Corporate, External, and Legal Affairs) updates.
  • Collaborate with GDC Concierge, GDC Events Support and Web IT to resolve technical platform escalations while documenting learnings as well as best practices.
  • Gather requirements for new stakeholders' needs, defining capability and services solutions that meet those needs, and lead feasibility analysis and onboarding from discovery through deployment.
  • Lead definition and manage marketing services governance according to stakeholder’s standards, partnering with peers in the administration, documentation, enforcement and optimization of services governance Project Management
  • Supports tracking of deliverables and timeliness in workflow tools (e.g., ticketing systems, project management information tools). Follows governance processes to ensure any possible changes/issues are socialized prior to implementation. Updates required documentation (e.g., playbooks).
  • Orchestrates program deliverables and requirements across stakeholders. Develops and maintains relationships with lateral stakeholders. Manages stakeholder expectations by identifying information to be communicated, providing communications, and driving action. Escalates stakeholder issues to senior colleagues. Identifies information to be communicated. Communicates with stakeholders to provide clarity and transparency.

Technology/Capability Management

  • Identify and scope service evolution opportunities raised by the stakeholder to accelerate digital transformation
  • Coordinate with capabilities and services managers to define capability and service evolution, roadmap and deployment.
  • Coordinate with stakeholders to ensure clear requirements and feedback is provided back to Capabilities and Services teams.
  • Utilizes understanding of details gathered to align requests with Engineering colleagues and contributes to defining requirements. Contributes to communicating business justification.

Specialty Responsibilities

  • Supports compliance of Marketing products/programs, policies, and processes by completing trainings and ensuring own understanding with minimal guidance. Abides by all compliance policies, processes, etc.

Other

  • Embody our culture and values

Qualifications

Required/Minimum Qualifications

  • Bachelor's Degree in Business, Marketing, Communications, or related field AND 2+ years marketing operations, program management, account and stakeholder management, project management, or related experience

o OR equivalent experience.

Additional or Preferred Qualifications

  • Bachelor's Degree in Business, Marketing, Communications, or related field AND 3+ years marketing operations, program management, account and stakeholder management, project management, or related experience

o OR equivalent experience.

  • 1+ year(s) technology/process improvement experience.

  • Ability to communicate at all levels and skilled at securing senior management and cross-team alignment.

  • Ability to influence leadership across business groups and the Field marketing communities to drive service onboarding, adoption and evolution.

  • Ability to build partnerships and grow strong cross-group collaborations
  • Demonstrate experience of delivering results through the collaborative work of a cross-functional team

  • Ability to handle conflict and make trade-offs without sacrificing the long-term vision

  • Strong technical literacy, including PowerPoint, SharePoint, Dynamics and Teams.

  • Hands-on experience working in Microsoft-specific Marketing systems – Adobe, Certain, Dynamics 365, Marketo, On24, etc.

  • Proven experience managing agencies and vendors to deliver high impact business results on time and within budget in a highly dynamic business environment

  • Deep experience with Field Marketing execution models (Engines, Campaigns, Budget, Events)

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

The salary for this role in the state of Colorado is between $108,200 and $162,200.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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