Spotify11 дней назад
Advertiser Solutions Vendor Lead - Programmatic and Direct Support
Зарплата не указана
PermanentLondon
Обязанности
- 01Serve as the programmatic product expert within the vendor operations function, partnering with internal regional leads as a peer on product knowledge
- 02Identify technical and functional capability gaps across the vendor support organization and partner with training teams to develop targeted enablement programs that strengthen programmatic expertise
- 03Monitor key operational metrics and quality indicators to identify trends, measure performance, and inform support program improvements
- 04Execute on priority initiatives and workstreams on behalf of management, stepping in where focus is needed across the vendor support model
- 05Identify process, knowledge or skill gaps within the vendor support team and propose actionable solutions
- 06Manage complex escalations with Tier 2 Support, Engineering, Product, and Ad Product Quality teams, ensuring issues are investigated, communicated effectively, and resolved in a timely manner
- 07Partner with Sales, Customer Success, and other GTM teams to gather feedback, prioritize improvements, and continuously evolve the vendor support program
- 08Identify operational inefficiencies and recurring support challenges, and drive solutions that improve quality, consistency, and resolution times
- 09Own and evolve the vendor enablement framework, including onboarding, continuous learning programs, knowledge base content, process documentation, and training materials
- 10Support the QA process for support agents by reviewing cases, identifying areas for improvement, and flagging opportunities for additional coaching or documentation updates
- 11Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales System and Tooling to initiate updates in the team’s workflows or processes
Требования
- 015+ years of experience in customer support operations, program management, vendor management, or a related field
- 023+ years working within the programmatic advertising ecosystem
- 03Hands-on experience working with and managing external vendor or BPO support teams
- 04Deep hands-on experience with programmatic advertising operations, including campaign troubleshooting, DSP and SSP integrations, deal setup, auction mechanics, and campaign delivery
- 05Ability to assess the technical accuracy of vendor case resolutions, not just communication quality
- 06Experience working with global teams that span across different time zones
- 07Highly proactive, with a strong ability to identify operational opportunities before they become issues
- 08Build strong relationships across functions and are comfortable influencing stakeholders across Sales, Product, Engineering, Operations, and external vendor organizations
- 09Experience driving process improvements and operational change across complex support organizations
- 10Detail-oriented, organized, and rigorous in maintaining documentation and processes
- 11Excellent communicator who can translate complexity for a range of stakeholders, from frontline agents to senior leadership
- 12Comfortable working in a fast-moving environment where some structures are still being built, and you thrive when given the autonomy to shape how things work
Условия
- 01Role can be based in London, UK
- 02Flexibility to work where you work best
- 03Some in person site visits, but still allows for flexibility to work from home