Customer Experience Operations Manager (Advertising Platforms)

Roles & Responsibilities

• Overall responsible for service delivery of real-time advertiser support via live chat, email, and ticketing systems (e.g., Zendesk, Salesforce).
• Provide call center–based support for a high volume of extremely complex customer inquiries.
• Oversee resolution of intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Serve as the business point of contact and process expert, guiding advertisers on best practices for campaign optimization and platform usage.
• Ensure accurate and comprehensive case documentation, including customer interactions, troubleshooting steps, and resolution notes.
• Support team leaders in meeting SLAs for response time, resolution, and customer satisfaction.
• Supervise less experienced professionals, providing expertise and accountability for customer outcomes.
• Communicate complex product information clearly and professionally to internal and external stakeholders with varying technical backgrounds.
• Manage and oversee short-term initiatives as required by the business.
• Make operational decisions within a defined scope, including maintaining an accurate internal knowledge base.
• Collaborate with internal and external stakeholders to improve service quality and process efficiency.
• Operate in a rotational shift environment supporting global advertisers across multiple time zones.
• Act as the team's process and product expert to ensure quick response and resolution.
• Lead teams specializing in Pixel tracking, events API integration, and SDK implementation.
• Lead teams analyzing API request/response logs and debugging server-side events.
• Write and execute SQL queries to extract performance data, diagnose tracking discrepancies, and generate insights.
• Oversee team leaders coordinating with engineering teams on API or integration issues.
• Support server-to-server (S2S) event tracking and troubleshoot data mapping or payload issues.
• Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
• Document integration workflows, technical fixes, and reusable troubleshooting guides.
• Oversee use of automation tools such as Zapier or custom scripts for integration workflows.
• Participate in QA testing for new product features related to tracking, APIs, and backend integrations.

Qualifications

• Bachelor's degree in Business, Marketing, IT, Computer Science, Software Engineering, Information Systems, or related field.
• 2–4 years of experience in customer or technical support, preferably in digital advertising, BPO, SaaS, or backend product support.
• Hands-on experience with live chat and ticketing systems.
• Strong understanding of digital advertising concepts (CPC, CPM, targeting, conversion tracking).
• Strong SQL, API, and server-side tracking expertise.
• Excellent written and verbal communication skills.
• Analytical, detail-oriented, and comfortable in high-volume environments.
• Experience with Ads Manager or similar platforms.
• Ability to debug API payloads (JSON/XML).
• Strong cross-functional collaboration and problem-solving skills.