Director, Digital MarTech Delivery na WSP USA Inc.
WSP USA Inc. · New York, Estados Unidos Da América · Onsite
- Senior
- Escritório em New York
Overview
The Director, Digital Delivery leads a shared‑services team that provides hands‑on digital execution for marcom professionals worldwide. This leader establishes a scalable, service‑oriented operating model (intake → triage → production → QA → release → measurement), guarantees SLA‑based service delivery, and ensures every asset is on‑brand, accessible, and privacy‑compliant across our platforms. The role partners closely with the Strategy and Operations pillar to ensure operational excellence and coherence within the overall operational arc of the wider team.
What you’ll be responsible for:
Worldwide Service Operations
- Design and run a followthesun Digital Delivery service for central/regional MarCom, defining the service catalog (e.g., adhoc publishing, landing pages, modules, campaigns, email programs), intake rules, SLAs, and escalation paths—partnering closely with Strategy & Ops.
- Establish an intake & triage function with transparent status, ETAs, and quality gates, and you’ll publish operating procedures and response targets.
Delivery & Production (Web, Intranet, Marketing Automation, Campaigns)
- Oversee adhoc publishing (e.g., page updates, templated content) and ensure brand, accessibility, and privacy checks.
- Lead buildouts for complex campaigns and assets—landing pages, site experiences, campaign templates, and marketing automation programs.
- Coordinate cross channel orchestration with central and regional teams and collaborate with peer Martech pillars to deliver cohesive experiences.
Technical Troubleshooting & Issue Resolution
- Serve as the escalation point for technical issues affecting publishing, campaign execution, or platform functionality, driving root cause diagnosis and coordinating fixes with Product Owners, IT, and vendors.
- Maintain a knowledge base of common issues and resolutions, implement proactive monitoring, and reduce repeat incidents.
- Ensure incident response SLAs are met and communicate status and learnings transparently to stakeholders.
Communication, Enablement & Best Practices
- Run a predictable communications cadence with MarCom: service updates, playbooks, calendars, and “what’s changed” notes.
- Create how to resources (templates, checklists, quick start guides) that improve request quality and enable self service where appropriate.
- Capture feedback loops from marcom team members and translate insights into repeatable patterns and service refinements.
Measurement & Continuous Improvement
- Define and track delivery KPIs (e.g., SLA attainment, cycle/lead time, first time right %, governance compliance).
- Drive a metrics to action rhythm with Product Owners—using insights to inform backlogs, templates, tooling, and process improvements tied to business outcomes.
People Leadership & Resourcing
- Coach and develop a high performing shared services team (producers, publishers, QA, enablement), with clear roles, career pathways, objectives and expected results.
- Balance worldwide capacity and skills against demand and implement flexible resourcing models to manage surge periods.
What you’ll bring to WSP
Required Qualifications:
- 12+ years of relevant experience including 10+ years in digital marketing, digital production, or marketing operations, including 5+ years leading service delivery teams in a global, matrixed environment.
- Proven experience running a shared services/production desk with SLA based delivery.
- Broad fluency across enterprise MarTech platforms and workflows (web CMS, intranet, marketing automation, analytics, release/QA).
- A demonstrated commitment to brand standards, accessibility, and privacy compliance across enterprise digital channels.
- Exceptional stakeholder communication, prioritization, and conflict resolution skills; you thrive in high volume, fast turn environments.
- Agility, resilience, and comfort with ambiguity as you build and mature a new global function.
- A bachelor’s degree in a relevant field such as: Marketing, Business Administration, Digital Media, or a related discipline.
Preferred Qualifications:
- Nice to have: Master’s degree (MBA, MSc, or MA) in Digital Transformation, Marketing Technology, Business Strategy.
- Nice to have: Certifications in Martech platforms, agile and-or scrum methodologies.
What success looks like:
- A globally consistent, SLA-driven digital delivery model is fully operational, with clear intake, triage, production, QA, and release processes that meet or exceed stakeholder expectations.
- MarCom teams worldwide experience predictable, high-quality service with reduced turnaround times, fewer escalations, and increased satisfaction.
- Digital assets are consistently on-brand, accessible, and privacy-compliant across all platforms and channels.
- Technical issues are resolved swiftly, with root causes addressed and repeat incidents minimized through proactive monitoring and knowledge sharing.
- The shared services team is high-performing, engaged, and continuously developing, with clear roles, growth pathways, and measurable impact.
- Delivery KPIs are tracked and used to drive continuous improvement, with insights informing tooling, templates, and process enhancements.
- Strong partnerships are established across Strategy & Ops, Product Owners, IT, and regional MarCom teams, enabling seamless cross-functional collaboration and campaign execution.
- The Director is recognized as a trusted leader and problem solver, driving operational excellence and enabling scalable digital execution across the enterprise.
WSP Benefits:
WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
Compensation:
Expected Salary (all locations): $128,000.00 - $236,610.00
WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.
Expected Salary (Colorado only): $128,000.00 - $222,090.00
WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.
Company
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
