DGM/GM - Operations - Campaign Management

ROLE:

The Operations Manager (OM) will be responsible for the delivery and performance of services as required by the client and will be available during Client's regular business hours to respond to their representatives. The OM will provide overall management support for the Assigned Worker teams via close coordination with Process Managers and Campaign Management Leads. Duties will include, but are not limited to oversight of training of Assigned Workers, reporting on Assigned Workers - ongoing performance (service levels performance and services quality) and functionality of MSP processes and organizational structure. The OM is responsible to track and provide reports of service levels for all levels of the organization to Client Program Managers at regular intervals, and work with Client Program Managers to resolve nonperformance.

KNOWLEDGE & USE OF TOOLS

- Understands and can explain the display ecosystem of ad networks, DSPs, 1st and 3rd party audience targeting and technology, online measurement, ad operations and Client display ad buying, delivery and measurement platforms.

- Demonstrates proficiency using all relevant software tools: Client Docs, Microsoft Excel (basic and advanced), Microsoft PowerPoint. Demonstrates mastery of all dashboards and reporting tools to track and measure Assigned Worker performance and Advertiser performance.

- Understands full scope of work for all Assigned Worker roles and MSP management structure.

Execution and Productivity

- Serves as liaison between Client and Contractor teams (development, operation, quality and training).

- Partners with Client Program Managers to accomplish key project initiatives.

- Ensures support structure is provided in terms of training, policy, quality etc, and ensures smooth flow of communication between Client and the Contractor.

- Manages scheduling and chairing of all Contractor review meetings.

- Tracks and monitors performance and service levels, operations details such as volume, productivity, performance metrics (SLAs, TATs, % Adherence to spend and performance targets, qualitative CSAT data), as well as timelines for transitioning new processes and Assigned Worker rampups.

- Works closely with Contractor executive sponsor, senior management team and liases with Client Program Managers to implement changes to improve the services offered.

- Supports creation and deployment of training program (including team of trainers) for Indian and nonIndia based Assigned Workers across pods and shifts.

- Maintains roster of Assigned Workers, tracks progress and provides feedback on rampup process in order to support improvements to training curriculum.

COMMUNICATION

- Liaises with Client Program Managers to ensure Assigned Workers meet Client's requirements and perform services according to the provisions of client contract.

- Meets with Client's Program Management team weekly (or as agreed otherwise), to review daily, weekly, monthly and quarterly status reporting across key metrics and KPIs, as well as any emerging issues.

- Following each such meeting, Client may request that Contractor modify or change aspects of the Services.

- Negotiates in good faith to address such points as each may reasonably request, including but not limited to those further described herein.

- Ascertains that quality assurance team ensures processes are in accordance with Client's expectations

REQUIREMENTS

- BA/BS degree is required, with MBA from top tier school preferred

- 8+ years experience managing a large operations team with focus on SLA driven management.

- High degree of MS Excel proficiency (including advanced features such as Functions and Pivot Tables)

- Exceptional written and oral communication skills.

- Exceptional time management, organizational and documentation skills.

- Ability to work well with and motivate others (including senior level executives).

- Proven ability to identify training needs and support development of programs.

- Proven ability to coach in one on one and also in a team setting.

- High level of integrity as demonstrated personally and professionally.

- Clearly demonstrated passion for ensuring t he success of Client's culture of excellence and commitment to quality and customer service.

- Experience in digital advertising, marketing or technology focused field, preferred.