Senior Manager, Operations Lead

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In this role, the potential candidate is expected to focus on performance delivery of the sales programs but also be able to think strategically on ways to meet the needs of our customers (advertisers and agencies) and work with the Customer Success Lead on ways to improve the service we provide through our programs. This role is ultimately responsible for the performance of all Sales programs and is therefore empowered to take steps to improve performance and quality.

The role is expected to focus on, but not be limited to, the following areas: Customer Engagement, Revenue Planning, Sales Activation, Agent Performance Management, Operations Management, and Team Management and Development

Responsibilities

Customer Engagement:

I. Have a deep understanding of Customer Challenges and Opportunities across all their programs. This knowledge should be a combination of upward feedback from Program Leads, Team Leads and Agents, call shadowing, IQI/ QA feedback.

II. Have the ability and acumen to validate feedback and present as a plan of action in discussion with the Customer Success Lead.

III. Develop plans to address issues raised through feedback and plan of action and workflows to address and mitigate risks.

IV. Maintain overall rigor and drive the team’s performance through additional learning and coaching initiatives.

Revenue Planning:

I. Understand, Analyze, and Interpret revenue trends and drivers.

II. Identify opportunities and understand the levers to take advantage of these opportunities.

III. Responsible for presenting these opportunities to the Customer Success Lead and co-creating action plans.

IV. Implementation and design of the program sales incentives and ensuring these are as per client and organization guidelines.

Sales Activation:

I. Responsible for ensuring the execution of action plans communicated by the Customer Success Lead

II. Identify opportunities for improvement of activation plans.

III. Collaborating with the Customer Success Lead where they need support.

IV. Responsible for ensuring resources (e.g., Training, Quality, Reporting, etc.) are in place to support activation plans.

Team Management and Development:

I. Effective management of agents and ensuring they are receiving the necessary support (training, coaching etc.) to hit program KPIs.

II. Identify blocker to performance and work with Customer Success Lead to identify solutions.

III. Determine issues that impact book of business- book composition, reporting issues, tooling issues etc. Work with the Operations Director/ Customer Success Lead on investigating these issues and working with team to resolution.

IV. Identify and develop talent.

V. Ensure Program Leads are equipped to fulfill their roles successfully and that adequate succession planning is put in place.

Qualifications we seek in you!

Minimum Qualifications

I. Relevant year of experience of people/ team management experience in Operations including a majority of time spent in leading Inside Sales/Digital Marketing/Ad sales teams.

II. Relevant year of experience leading customer-facing organizations.

III. Deep understanding of digital marketing and inside sales domain.

IV. Ability to manage and influence through persuasion, negotiation, and consensus building.

V. Proven experience of leading large teams driving operational excellence.

VI. Experience identifying and implementing process improvement opportunities within operations to drive business outcomes.

• VII. Experience communicating with, influencing, and presenting to a variety of audiences, including clients and global cross-functional leaders.