Advertising Operations Team Lead
2 weeks ago
Advertising Operations Team Lead
What You’ll Do:
As an Advertising Operations Team Lead, you will be responsible for managing a team of Advertising Operations customer service specialists focused on resolving complex questions and providing knowledgeable troubleshooting for various advertising customer issues related to billing, ad account setup, campaign creation, and performance. This includes vendor management, escalation coverage, and process improvements aimed at providing a best-in-class customer experience.
Achieving this will require innovative thinking, strong project and team management, operational excellence, vendor management skills, clear communication, independent prioritization, and effective cross-functional coordination.
Responsibilities:
Directly manage a global team of Advertising Operations customer service specialists, QA, and SMEs, monitoring individual and team performance to guide daily execution and prioritization.
Monitor trends and provide insightful analyses to help the Advertising Operations team deliver cost-efficient and high-quality customer and sales support, including evaluating and introducing new metrics as needed.
Manage strategic programs aimed at improving sales efficiency and customer experience in collaboration with cross-functional teams.
Drive global projects with measurable results, managing milestones and execution.
Help shape overall strategy, contributing to yearly and quarterly goals and KPIs in alignment with organizational strategy, while driving further expansion and adoption of scaled programs globally.
Identify and resolve issues related to global processes that impact business operations by working collaboratively with cross-functional teams.
Manage relationships with key stakeholders from sales and other teams across the global revenue organization, representing your team as a functional expert on Advertising Operations and client needs.
Build a high-performing, engaged culture that empowers the team to do their best work, with a focus on developing individuals to help them achieve their career goals.
Communicate openly and effectively to build trust and alignment.
Qualifications:
At least 5 years of professional experience, including 2 or more years in online/user/ad operations, tech troubleshooting, or social media/content moderation.
At least 2 years of experience leading or coaching team members; you are a natural mentor who enjoys helping others succeed.
Strong leadership skills and the ability to influence at senior levels.
Proven experience in project management and improving operational processes, with a proactive mindset.
Exceptional analytical and problem-solving abilities.
Excellent written and verbal communication skills with strong attention to detail.
Ability to build trusted partnerships with cross-functional teams, maintain stakeholder relationships, and proactively pursue collaboration opportunities.
Comfortable navigating ambiguous situations with confidence.
Passion for customer service and continuous operational improvement.
Highly analytical, data-driven, and willing to take a hands-on approach when necessary.
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