Full Job Description
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We look for people who exemplify our values—kind, creative, and smart. We value diverse opinions and backgrounds so that we can continue to grow and improve every single day.
We’re looking for an experienced Director to lead our Advertiser Operations team at Snapchat. You will set a clear and actionable vision for the team, directly shaping our global Advertiser service model and driving activation and retention with our Advertising Partners. You will manage a global operations team consisting of full time team members and outsourced teams that provide 24x7 support for our Advertisers and internal Sales team. You are responsible for leading, inspiring and developing a talent Advertiser Operations team to ideate and drive improvements on how we capture meaningful customer data and derive insights for our product team. You are also responsible for introducing new capabilities, workflow, automation, and innovation into our service model.
What you’ll do:
Lead a global team of Support and Product Quality specialists across LA, NY, and London.
Responsible for a multi channel service design and delivery experience for our global Advertiser base, either directly or in partnership with our Sales team, using a blend of full time employees and outsourced vendors.
Build and implement scalable workflows and processes that support a 24x7 global customer base.
Define, measure, monitor, and improve operational, productivity, and churn metrics.
Develop a voice of customer program based on support contacts that influences product roadmap and drives outcomes with product and engineering teams.
Build processes with cross functional teams to monitor, prioritize, and resolve customer bugs with the product team.
Partner with product teams to ensure successful adoption of new features and products.
Design the Advertiser operations technology stack and be at the forefront of new innovation in the space.
Partner with our vendor operations team to manage the outsourced team operating budget, vendor footprint, and capacity model.
Work with cross functional leaders, including marketing, sales, and product teams, across the organization to identify and execute on opportunities to improve the customer experience.
Knowledge, Skills & Abilities:
Digital advertising experience
Proven experience managing large, multi-tiered support organizations, managing and mentoring team members
Ability to implement high quality, data driven decisions
Demonstrated operational rigor and management in building a scalable service model with continuous improvement
Experience building executive relationships and driving/influencing change
Experience managing a team with a wide-range of functional skills (e.g., technical experts, analysts, strategists)
Proven track record of building diverse teams
Experience working with Salesforce, Zendesk, JIRA, Confluence or other ticket management systems
Proven ability to build ticket managements systems and processes that solve business needs
Passion for Snapchat
Expertise in empowering and developing team members
Ability to work with cross functional teams (eg. sales, product, marketing, ops) to build alignment and to execute on initiatives.
Comfort level working in both brand and performance advertising
Bachelor’s degree or equivalent experience
12 years successfully designing, implementing and running an Adtech service and support model
5+ years managing a team
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at firstname.lastname@example.org .