Advertiser Solutions Vendor Lead - Programmatic and Direct Support

What You'll Do

• Work closely with vendor management and training teams to ensure support operations across our direct and programmatic ads business are running effectively, addressing escalations and issues at a team level.
• Monitor key operational metrics and quality indicators to identify trends, measure performance, and inform support program improvements.
• Execute on priority initiatives and workstreams on behalf of management, stepping in where focus is needed across the vendor support model.
• Identify process, knowledge or skill gaps within the vendor support team and propose actionable solutions.
• Manage complex escalations with Tier 2 Support, Engineering, Product, and Ad Product Quality teams, ensuring issues are investigated, communicated effectively, and resolved in a timely manner.
• Partner with Sales, Customer Success, and other GTM teams to gather feedback, prioritize improvements, and continuously evolve the vendor support program.
• Identify operational inefficiencies and recurring support challenges, and drive solutions that improve quality, consistency, and resolution times.
• Own and evolve the vendor enablement framework, including onboarding, continuous learning programs, knowledge base content, process documentation, and training materials.
• Support the QA process for support agents by reviewing cases, identifying areas for improvement, and flagging opportunities for additional coaching or documentation updates.
• Work with cross-functional stakeholders such as Product, Product Marketing, Finance, and Sales System and Tooling to initiate updates in the team’s workflows or processes.

Who You Are

• You have 5+ years of experience in customer support operations, program management, vendor management, or a related field, including 3+ years working within the programmatic advertising ecosystem
• You have hands-on experience working with and managing external vendor or BPO support teams, and you understand the nuances of operating through outsourced support partners.
• You have a strong understanding of digital advertising workflows, including programmatic buying, campaign delivery, troubleshooting, and advertiser support.
• You have experience working with global teams that span across different time zones.
• You are highly proactive, with a strong ability to identify operational opportunities before they become issues.
• You build strong relationships across functions and are comfortable influencing stakeholders across Sales, Product, Engineering, Operations, and external vendor organizations.
• You have experience driving process improvements and operational change across complex support organizations.
• You are detail-oriented, organized, and rigorous in maintaining documentation and processes.
• You are an excellent communicator who can translate complexity for a range of stakeholders, from frontline agents to senior leadership.
• You are comfortable working in a fast-moving environment where some structures are still being built, and you thrive when given the autonomy to shape how things work.

Where You'll Be

• This role can be based in London, UK
• We offer you the flexibility to work where you work best! There will be some in person site visits, but still allows for flexibility to work from home.