Strategic Programs
2 months ago
Team Introduction
The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining processes & tools to ensure smooth operations.The team collaborates with Sales to provide post-sales support and works closely with the product team on product improvement through feature requests and management of bugs. Responsibilities- Scope and drive global strategic projects on CSAT, Advertiser retention and Loyalty programs for our advertiser base - Partner with regional operations and product specialist teams on global workflows and high complexity case escalation workflows- Act as a POC for assigned regions workflow feedback and work with operations leaders to fix gaps across upstream and downstream processes- Optimise 24/7 service delivery ensure set KPIS are met and exceeded, partner closely with Support Operations functions like Quality, Training & Workforce management- Manage basic data scoping and analysis activities across topline metrics to feed into larger Continuous Improvement projects- Monitor tool performance metrics consistently to ensure high uptime, rapid ticket resolution, and overall operational efficiency.- Establish feedback loops with the support team to continuously refine tool functionalities based on real-world challenges and advertiser requirements.- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.- Gather insights from various channels (internal and external teams) QA and amalgamate them for actionable insights - Gathering industry knowledge and best practices to Efficiency and Effectiveness metrics/KPIS- Gather and integrate feedback from users to facilitate continuous reporting loops- Analyze data and feedback to identify trends and opportunities for improving tools and the overall advertiser experience.- Identify relevant data sources, extract data for analysis, and apply analytics tools independently to generate insights.- Perform in-depth analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.Minimum Qualifications- BA/BS degree or above; or working experience in Analytics- 4+ years of product operations experience with digital ad products or on saas platforms- A commercial mindset with experience building business cases from market research and analysis;- Strong data and business analysis ability, analytical mind, and good data skills; comfortable with spreadsheets;- Excellent communication and organizational skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives; Preferred Qualification- A fast learner and self-starter who gets to the point quickly with a good sense of judgment and original thinking
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Strategic Program Manager
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Program Manager
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Senior Program Manager
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