Senior Director, Agency Operations & MarTech Implementation

Job Description Summary:

The Senior Director, Agency Operations & MarTech Implementation, is the North America Operating Unit (NAOU) lead for agency relationship management across AOR, Studio X, & strategic and boutique rosters and the rollout, scaling, and governance of MarTech tools created by / with agency partners—especially those developed by Studio X (e.g., Shop X, Prod X, Learn X). This role is pivotal in orchestrating the integration of creative, media, and technology partners, ensuring operational excellence, compliance, and future-ready capabilities across the NAOU marketing ecosystem. The Senior Director will drive the transformation agenda by embedding tech-augmented ways of working, supporting both anthemic and deaveraged content, and enabling automation, personalization, and measurement at scale.

What You Will Do for Us

Agency Operations Leadership

• Serve as the primary point of contact for North America Marketing Community on all agency operations, processes, and tools; direct stakeholders to subject matter experts as needed. 

• Manage agency relationships (creative, media, and Studio X), including contracts, SOWs, payments, and performance tracking.

• Oversee the selection, onboarding, and marketing process for Open X, acting as the “single front door” for agency partner identification and operationalization.

• Lead agency roster assessment (including media and Studio X) for new capabilities, working with SMEs and Global Marketing Procurement.

• Track and report on OU scope of work, project briefs, fees, and agency mix (WPP/non-WPP).

• Coordinate Open X & Studio X transformation, including annual roadmaps, action plans, and bi-annual performance surveys.

MarTech Implementation & Studio X Integration

• Lead the rollout, training, and adoption of MarTech tools developed by Studio X (Shop X for bottler adaptation, Prod X for production automation, Learn X for capability building, etc.).

• Ensure Studio X MarTech solutions are integrated into broader marketing workflows and scaled across the system.

• Track agency and Studio X deliverables, performance, and compliance using MarTech dashboards (e.g., Adobe Workfront).

• Collaborate with Studio X leadership to ensure best-in-class implementation, scaling, and governance of new tools and capabilities.

• Support the transition of Studio X’s adaptation and production functions into the MarTech/Agency Ops remit as part of the NAOU transformation.

Process, Change Management & Enablement

• Develop and digitize agency engagement processes, self-help tools, and training resources for NAOU marketers.

• Champion change management for new MarTech and agency processes, driving adoption and continuous improvement.

• Train and support marketers on project statements, agency evaluations (MAP), PO processes, deliverable identification, and Workfront usage.

• Drive operational efficiency, compliance, and risk mitigation across all agency and MarTech engagements.

Collaboration & Stakeholder Engagement

• Partner with NAOU Marketing Procurement, Global Marketing Procurement, and Platform Services to ensure alignment and compliance.

• Influence and align senior leaders across NAOU and the global marketing community to adopt and support new processes and tools.

• Represent NAOU in the global agency and MarTech community, sharing best practices and driving capability building.

Qualifications & Requirements

• Bachelor’s degree required; advanced degree preferred.

• 10+ years of experience in agency operations, project management, or MarTech implementation.

• Proven experience managing creative, media, and technology agency relationships in a large, matrixed organization.

• Deep expertise in MarTech platforms (e.g., Adobe Workfront, DAM, GenStudio, Firefly/Fizzion) and workflow automation.

• Demonstrated success in leading technology adoption, process transformation, and change management.

• Strong strategic thinking, business acumen, and ability to deliver results through process and technology innovation.

• Excellent communication, collaboration, and leadership skills.

• Experience working in or with agencies is required.

What We Offer

• Opportunity to lead the transformation of agency operations and MarTech implementation for a world-class marketing organization.

• Be at the forefront of MarTech and workflow innovation, including AI and agentic tools.

• Collaborate with a d