Digital Ad Support Manager

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat , a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio , an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles We’re looking for a Digital Ad Support Manager to join our team. As a member of the Digital Ad Support team, you will use your expert level knowledge in digital advertising - campaign optimization, programmatic ad buying and auction marketplace dynamics - to handle escalations from advertisers and internal partners. You will be responsible for building out this function within the region working in close partnership with our Ad Product Quality organization. Working from our Singapore office, you’ll collaborate with our Sales teams to drive revenue and performance for advertisers on Snap and develop our support strategy with an eye towards growing our presence throughout APAC.- What you’ll do: - Serve as the main point of contact for local sales teams by providing case management/resolution, onboarding, and proactive strategy planning across our ads ecosystem- - Hire and manage a team of Digital Ad Support specialists and coordinate support strategy in partnership with Ad Product Quality, in region and globally- - Adapt reactive and proactive support offerings to the specific needs of the APAC market to contribute to a best-in-class ads experience- - Leverage an expert-level understanding of our auction marketplace to provide effectively communicated deep-dive analyses that help our largest partners succeed on our ads platform- - Partner with cross-functional teams in Sales, Product Quality, Vendor Operations and Sales Operations to drive data-backed improvements to scaled support processes- - Inform, influence, and execute new strategies to pilot proactive programs that resolve issues earlier in the client experience and scale success to a distributed network- - Collate trends in support contacts and internal user-acceptance testing to provide feedback and roadmap items for Product and Engineering teams- - Work closely with a network of global vendors and provide operational oversight on workflows- - Knowledge, Skills & Abilities: - Excellent written and verbal skills with strong interpersonal skills- - Expert in programmatic ad buying and auction marketplace dynamics- - Expert in tracking pixels, mobile measurement partners, and third-party measurement- Minimum Qualifications: - Bachelor’s degree or relevant experience in Marketing, Advertising, STEM, or related field- - 8+ years experience in digital advertising, including but not limited to technical troubleshooting, campaign optimization, and measurement- - Preferred Qualifications: - Team player with a demonstrable track record of leadership- - 3+ years working in Zendesk, Salesforce or other CRM.- - 3+ year of people management experience- - Fluent in English and Mandarin- - Customer obsessed with a passion for supporting Snapchatters, Businesses and Sales- - Proven project management skills; identifying problems areas, designing solutions, and driving them to completion- - Experience working within a global team and vendors- - Passion for Snapchat and up for the challenge of building something from the bottom up- - Advanced understanding of SQL and able to build data visualizations to empower decision makers"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office at least 80% of the time (an average of 4 days per week). At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at - Our Benefits : Snap Inc. is its own community, so we’ve got