Home » Manager, Martech Operations - Santa Monica, 90404

Manager, Martech Operations - Santa Monica, 90404 at Universal Music Group

Position Manager, Martech Operations - Santa Monica, 90404
Posted 06 Jun 2026
Expired 06 Jul 2026
Company Universal Music Group
Location Santa Monica | US
Job Type Full Time

Job Description:

Latest job information from Universal Music Group for the position of Manager, Martech Operations - Santa Monica, 90404. If the Manager, Martech Operations - Santa Monica, 90404 vacancy in Santa Monica matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Universal Music Group for the position of Manager, Martech Operations - Santa Monica, 90404 below matches your qualifications.

Manager, Martech Operations - Santa Monica, 90404, United States of America

How we LEAD:

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 youll 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.

Job Info:

  • Company: Universal Music Group
  • Position: Manager, Martech Operations - Santa Monica, 90404
  • Work Location: Santa Monica
  • Country: US

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Manager, Martech Operations - Santa Monica, 90404 at the office Santa Monica above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.

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