Ad Operations Associate

Job Description

The Role and Responsibilities

We are seeking an experienced Ad Operations Associate to join our DSP Ad Operations team. The Ad Operations Associate will have an opportunity to leverage their DSP platform expertise through both campaign management and front-end customer support. The front-end support role will directly handle and/or triage customer support requests ranging from task needs to more in-depth troubleshooting. This position reports to a Manager in Boston, MA.

Campaign Management:

• Proactively monitor campaign performance to pinpoint, communicate and solve issues
• Actively manage campaign launch timelines in a dynamic environment
• Manage regular campaign reporting cadence based on advertisers’ needs
• Develop and maintain a strong understanding of clients’ marketing goals and challenges
• Lead external calls which may be more technical in nature
• Consult with clients on how to adjust tactics based on marketing goals and performance trends
• Uncover opportunities to drive better performance and share with broader team
• Drive and support product adoption
• Contribute ideas to drive more revenue from existing customers
• Communicate effectively with internal teams to share and evolve campaign best practices
• Surface ideas on how technical enhancements to our systems can benefit clients
• Contribute to team’s requests of Product Management on customer business needs
• Work closely with internal teams to produce customer deliverables
• Identify situations in which technical issues need to be escalated
• Demonstrate leadership for distilling clients’ goals into campaign tactics
• Provide direction and oversight of campaign performance and pacing when working with offshore resources

Customer Support:

• Serve as the first point of contact for customers seeking assistance over email
• Monitor the Customer Support Salesforce queue and respond to customer needs and/or escalate internally
• Perform initial investigation into customer request and resolve directly with customer or determine the appropriate internal escalation path
• Track issues and requests through to resolution, providing customers with timely updates
• Act as a customer champion internally to address issues raised to Customer Support
• Identify situations in which technical issues need to be escalated

Experience/ Qualifications

• 2-4 Years of campaign management or customer development experience
• Knowledge of advertising technology (RTB, ad networks, digital media, digital ad serving)
• Understanding of digital advertising campaign management including strategies, tactics, execution (ad serving and pixels) and reporting
• Ability to analyze, review results, and propose strategies
• Strong communication skills (customer facing experience a plus)
• Expert organization, attention to detail and time management skills
• Ability to work effectively in an emerging technology company
• Effective internal and external written and verbal communications
• Ambitious self-starter who enjoys a good challenge and continuous learning
• Creative problem solver
• Cross company team player

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