Location- New York City (onsite)
Salary- $110,000-200,000

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Who We Are

X’s Ad Operations team serves as the primary support structure for advertisers and the global sales organization. As X Ads grows in markets around the world, we are expanding our team to ensure continued delivery of world-class support operations.

What You’ll Do

As an AdOps Associate Manager, you will be responsible for a team of AdOps customer service specialists, focused on resolving complex questions and providing knowledgeable troubleshooting for an array of issues advertising customers face related to billing, ad account setup, campaign creation and performance. This will include Customer Service Vendor management, coverage of escalations and process improvements aimed at providing best-in class Customers experience. Achieving this will require innovative thinking, top notch project & team management, operational excellence, vendor management skills, risk taking, crisp communication, independent prioritization and effective cross functional coordination.

Responsibilities

• Directly managing a global team of AdOps customer service specialists and agent team managers, QA, SMEs, monitoring team and individual contributors’ performance to guide day to day execution and prioritization

• Monitoring patterns and providing insightful analyses to support the AdOps team to deliver cost-efficient and high-quality customer & sales support, including evaluating and introducing new metrics as appropriate. 

• Manage strategic programs aiming at improving Sales efficiency and Customers experience in collaboration with cross-functional teams.

• Driving global projects with measurable results, managing milestones and execution.

• Helping to drive the overall strategy, contributing to setting yearly and quarterly goals and KPI in alignment with the company’s strategy, and driving further expansion and adoption of our scaled programs across the globe.

• Informing process innovation, identifying issues related to global processes that are affecting the business; working collaboratively with cross functional teams around the world to resolve.

• Managing relationships with key stakeholders from Sales and cross-functional teams - often including Senior Managers - across X’s Global Revenue Organization. Representing your team as a functional expert on AdOps and client needs

• Building a high-performing and happy culture that empowers the team to do their best work, with a focus on developing individuals to help them achieve their career goals

• Communicating fearlessly to build trust! 

Requirements

• You have at least 5 years of professional experience, with 2 or more in online/user/ad operations, tech troubleshooting, social media / content moderation background

• At least 2 years of experience leading/coaching team members, you are a natural mentor and someone who loves to see others succeed 

• Exceptional leadership skills and ability to influence at senior levels 

• Experience in project management and improving operational processes, proactive mindset 

• Exceptional analytical and problem-solving skills

• Great communication skills (written and verbal) and attention to detail

• Ability to quickly become a trusted partner for cross-functional teams, maintain healthy relationships with stakeholders and proactively pursue opportunities for collaboration

• Ability to navigate ambiguous situations with confidence 

• Passionate about customer service and improving the way we operate 

• Highly analytical and capable of using data to make decisions 

• Not afraid to roll up your sleeves to get the job done!