AdOps - QA Specialist

●      Team Leadership and Development: Directly manage a hybrid team of 4-6 AdOps QA specialists and support contributors, monitoring performance, guiding daily execution, and prioritizing tasks to align with SLAs and business goals; conduct regular one-on-one coaching sessions and deliver structured training programs on advertising products, troubleshooting tools, and quality best practices to build team expertise and career growth.

●      Quality Assurance and Troubleshooting: Master the full suite of social media advertising features (e.g., Salesforce, campaign tools, pixels) to perform in-depth QA testing; resolve complex customer inquiries via email and chat, replicating issues in test environments, analyzing data metrics, and hypothesizing root causes through systematic variable elimination to ensure accurate, efficient resolutions.

●      Escalation and Vendor Management: Handle escalated issues from advertisers and internal sales teams, coordinating with external vendors for coverage during peak shifts; propose interim solutions to minimize disruptions and track resolution times to exceed SLAs, while evaluating vendor performance to maintain high-quality support.

●      Process Innovation and Analysis: Monitor patterns in customer issues and QA outcomes to provide insightful analyses; introduce new metrics for tracking quality and efficiency, and collaborate cross-functionally to identify global process gaps, driving measurable improvements in customer experience and sales efficiency.

●      Strategic Project Management: Lead mid-scale global projects focused on QA enhancements, such as scaling training modules or optimizing tool integrations; contribute to quarterly goals and KPIs by setting quality benchmarks, informing strategy, and representing the team as a subject matter expert in stakeholder meetings with Sales and Revenue leaders.

●      Stakeholder Collaboration and Culture Building: Manage relationships with key cross-functional partners, including senior managers, to align on client needs and AdOps priorities; communicate transparently to build trust, while cultivating a high-performing, inclusive team culture that empowers individuals through feedback, recognition, and professional development opportunities.

●      Training and Knowledge Sharing: Design and facilitate ongoing training initiatives, including hands-on workshops on root cause analysis, data interpretation, and empathy-driven support; stay current with platform updates to upskill the team, ensuring all members achieve proficiency in English communication channels and 24/7 shift rotations.

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