Senior Manager, Process Operations & Optimization

Role Overview:

The Senior Manager, Process Operations & Optimization , plays a critical role in strengthening marketing operations within the Customer Experience Center (CXC). This role builds, governs, and continuously optimizes the processes, systems, and operating models that enable teams to work more efficiently; eliminating duplication, breaking down silos, and improving how work is planned, resourced, and delivered.

 

The Senior Manager leads core operational functions including process governance, workforce and capacity management, workflow and tool enablement, project execution, and budget stewardship. In close partnership with senior stakeholders, this role establishes consistent, repeatable, and scalable ways of working that accelerate delivery, optimize the use of people, tools, and budgets, and increase transparency across teams.

 

This role leads through influence across multiple functions, shaping how teams plan, prioritize, and execute work. The Senior Manager thrives in complex environments and excels at translating ambiguity into clear, structured systems that drive results, build organizational resilience, and enable teams to focus on the work that matters most.

Duties & Responsibilities:

Process Operations & Governance

• • Own the design, standardization, and governance of end‑to‑end Customer Experience Center (CXC) workflows to ensure consistency, scalability, and efficiency
  • Conduct ongoing assessments to identify inefficiencies, duplication, and opportunities for operational optimization across teams and functions
  • Develop, maintain, and govern scalable frameworks, playbooks, and standard operating procedures that enable repeatable and sustainable ways of working
  • Ensure governance and adoption remain tightly connected to drive long-term operational improvement
  • Execute and support change initiatives related to new processes, tools, and operating models, ensuring effective planning, communication, training, and adoption across stakeholders
  • Partner with IT and Procurement to evaluate, implement, and support tools that drive process automation and operational optimization, ensuring alignment with operational priorities and enabling efficiency, transparency, and data-informed-decision-making
  • Enable data‑driven decision‑making by improving access to operational insights, ensuring teams have clear visibility into priorities, capacity, and workflow performance.
  • Establish and lead operational review cadences that surface performance trends, risks, trade‑offs, and improvement opportunities for senior leadership, enabling timely and informed decision‑making
  • Champion and reinforce a culture of continuous improvement across the Customer Experience Center (CXC)

Workforce & Capacity Management

• • Implement and maintain workforce and capacity management tools, frameworks, and methods to track utilization, workload balance, availability, and scalability
  • Forecast workforce and capacity needs based on demand, operational roadmaps, and evolving business priorities
  • Plan, prioritize, and allocate resources across initiatives in partnership with senior leadership, balancing strategic priorities, timelines, and available capacity
  • Provide senior stakeholders with regular, actionable visibility into capacity trends, workload risks, and resourcing constraints

Project & Initiative Execution

• • Be accountable for the disciplined delivery of division‑level initiatives, ensuring projects are delivered on time, within scope, and at the expected level of quality
  • Establish, maintain, and continuously improve consistent project and initiative management standards across operational workstreams
  • Oversee complex, cross‑functional initiatives and operational special projects
  • Serve as a liaison for enterprise‑level initiatives, ensuring Customer Experience Center (CXC) workstreams are integrated with and aligned to broader company programs
  • Establish and maintain execution governance for project and initiative management, ensuring Project Managers and delivery partners operate within defined frameworks, standards, and escalation paths
  • Oversee go‑to‑market and other cross‑functional initiatives, holding teams accountable for maintaining clear visibility into timelines, dependencies, risks, and escalations in alignment with established execution standards

Budget Governance & Financial Stewardship

• • Accountable for designing, standardizing, and governing scalable Customer Experience Center (CXC) financial processes, including budgeting, forecasting, monthly close, variance analysis, that improve efficiency, enhance transparency, and reduce manual burden on budget leads

Experience & Qualifications:

Education

• • Bachelor's Degree (or equivalent experience) Business Administration, Marketing, Operations Management, or a related discipline
  • Master's Degree (or equivalent experience) Operations, Project Management, or Process Improvement

Experience

• • (Minimum 8 years) Experience in marketing operations, business operations, or complex matrixed organizations, with experience leading teams or overseeing work across multiple interdependent functions; Experience supporting operational transformation and adoption initiatives; Experience implementing or administering workflow, project management, and resource planning tools; Experience partnering with IT, Finance, Procurement, and enterprise PMO teams

Licenses and Certifications

• • Certifications in project management (PMP, Lean Six Sigma, Agile, etc.) or process improvement

Software/Technical Skills

• • Familiarity with process-mapping and governance tools like Visio, Lucid chart, or Miro
  • Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for reporting, analysis, and presentations
  • Proficiency with capacity planning/resource management tools (e.g. Monday.com, Smartsheet, Float, Runn, etc.)
  • Experience overseeing or enabling project workflow platforms (e.g. Asana, Wrike, ClickUp, or Workfront)
  • Familiarity with MarTech systems (Salesforce Marketing Cloud, Marketo, HubSpot, etc.)
  • Familiarity with data visualization and reporting tools (e.g., Tableau, Power BI, Looker)

Other Skills/Knowledge/Abilities

• • Knowledge of process design, optimization, and governance
  • Demonstrated success supporting operational transformation and adoption initiatives
  • Strong operational judgment with the ability to translate direction into executable work
  • Ability to manage teams and owning outcomes across multiple interrelated functions
  • Effective communication and stakeholder management skills, including senior‑level interaction
  • Strong project management skills with the ability to organize and manage multiple projects simultaneously and prioritize tasks efficiently
  • Attention to detail with a strong sense of urgency
  • Ability to manage timelines and projects while responding to changing priorities and market feedback
  • Ability to lead through influence across multiple functions, driving alignment and adoption without relying on formal authority

Additional Details for This Role:

 This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager.

 

Base Salary

• • The targeted base salary range for this position is $130,000 - $155,000 per year.
  • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.

Additional Compensation

• • This position is eligible for a 20%bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
  • Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.