Senior Customer Success Operations Manager

Role Overview

Join our CTV and OMNI publisher team in New York as a Senior Customer Success Operations Manager. You will own the day-to-day health of a portfolio of publisher accounts, with a focus on CTV and omnichannel inventory. You will work with Customer Success Managers, publishers’ AdOps teams, and internal technical teams to get fixes and implementations delivered on schedule.

What You Will Do

Own onboarding and optimization for a portfolio of CTV and OMNI publishers, from integration through to steady-state revenue growth. Prepare for and take part in quarterly business reviews with clients, covering technical issues and product support opportunities.

Why It Might Be a Fit

The best fit combines ad operations knowledge, technical and creative thinking, and strong communication skills. You will also coach newer CSOMs on the team and help the team get more out of AI by sharing prompts and tips.

Requirements

• 4+ years of experience in programmatic monetization or campaign optimization
• Solid understanding of programmatic auction dynamics
• Deep knowledge of ad serving, video and rich media ads, and monetization
• Working knowledge of RTB, PMPs, header bidding/wrapper (Prebid), SDKs and the main ad formats and platforms
• Understanding of the CTV and OTT ad stack, including VAST, server-side ad insertion, pod and ad-break structure, and supply chain transparency (ads.txt, app-ads.txt, sellers.json, schain)
• Knowledge of ad servers and platforms such as Google Ad Manager; exposure to CTV ad servers and SSAI vendors is a plus
• Proficiency in Excel or Google Sheets, including pivot tables and lookups, and comfort working with BI tools such as Looker
• Experience using complex datasets to track performance trends, identify anomalies and find their root causes
• Hands-on experience using AI tools to analyze data, draft documentation and cut down repetitive work, with good judgment on when to trust the output and when to double-check it
• Working knowledge of web technologies, ideally HTML and JavaScript
• Experience with debugging tools such as Chrome DevTools, Charles Proxy or Fiddler, and Prebid debugging tools; experience validating VAST tags is a plus
• Experience owning a book of publisher or client accounts, and a track record of guiding teammates or newer colleagues
• BA/BS degree

Benefits

• Paid leave programs
• Paid holidays
• Healthcare
• Dental and vision insurance
• Disability and life insurance
• Commuter benefits
• Physical and financial wellness programs
• Unlimited DTO in the US
• Reimbursement for mobile and fully stocked pantries plus in-office catered lunches 5 days per week

Tagged as: Data Analysis, Excel, Looker