Overview
We are seeking a Senior Marketing Manager, Digital Trust & Global Regulations Program Ops to help customers and field teams resolve trust and regulatory barriers to technology adoption. This individual contributor role manages the operational lifecycle of customer and field inquiries, from intake and prioritization through expert coordination, direct customer engagement, resolution tracking, and business reporting. Working across Security Marketing, CELACorporate, External, and Legal Affairs, Sales, Product, Engineering, and Support, the role brings clarity, accountability, and consistent execution to complex trust engagements. The role will strengthen scalable operating processes, connect customer and field engagement workflows, and translate recurring trust issues into actionable insights that improve customer experiences, field readiness, and measurable business impact.
Responsibilities
- Manage unified intake, triage, prioritization, routing, follow-up, resolution tracking, and reporting for trust and regulatory inquiries across the Service Trust Portal, regulations@microsoft.com, and field channels.
- Provide direct support for complex customer and field questions.
- Partner with sellers, CELA Corporate, External, and Legal Affairs, Product, Engineering, and Support to resolve trust blockers and enable confident technology adoption.
- Establish clear accountability, service expectations, escalation pathways, and repeatable playbooks that improve the quality and consistency of customer and field support.
- Connect internal field engagement with external community and event journeys through coordinated contact, registration, preference, and handoff workflows, keeping support-case information and marketing permissions distinct.
- Analyze recurring trust and regulatory issues to identify adoption barriers, proactive engagement opportunities, and priorities for field guidance and program improvement.
- Develop executive-ready reporting on time to triage and resolution, blockers removed, service quality, CRM data quality, CELA-supported deal outcomes, and validated business influence.
- Manage business requirements and operational workflows while partnering with platform owners on architecture and integrations, and with the Community role on audience strategy and engagement.
Qualifications
Required/minimum qualifications- Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.
Additional or preferred qualifications- Master's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience.
- Experience in business operations, program manag
