Program Manager IV

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Job description

Summary:

Program manager with experience and skill in leading initiatives for scaled customer support operations. Scope of responsibilities would be across the following four areas.

Responsibilities:

Implement new support plans across the Advertiser Ops Ecosystem:

Deploy new Support offerings, features, and product changes effectively across the operational landscape, including CAS, case ranking, resolvability, MMA, and commerce TASS.

Collaborate with cross-functional teams to ensure smooth implementation and integration of changes.

Standardization and Adoption of Guidelines:

Develop and enforce standards such as agents' processes & protocols, vendor incentives, model sites, channel mix expectations, and taxonomy to ensure consistency and quality across all issue pods, tiers, and operations.

Drive the adoption of these standards across different tiers and channels to maintain a uniform client experience.

Accountability Measurements:

Develop and maintain KPI-based views for each pod (e.g., integrity, product) to measure and enhance performance. Integrate Support KPIs with issue team-specific KPIs to enable and monitor the end-to-end Advertiser experience across issue teams.

Use these metrics to hold respective teams accountable and drive continuous improvement.

Leadership Insights Delivery:

Provide critical insights around the Advertiser Experience to leadership forums such as GOBR and Data & Prios, influencing decision-making and strategy formulation.

Qualifications:

Minimum Qualifications: 5+ years of experience in Program Management, 5+ years of experience working with cross-functional teams.

Preferred Qualifications: 3+ years of experience working in an operations environment, 3+ years of experience in customer support, CAPM or PMP from PMI.

Skills:

Program Manager with greater than 5 years of experience working in an operations environment to optimize performance.

The ideal candidate should be mid-career with a decent amount of project management experience.

More importantly, this person must have strong problem solving and analytical abilities.

They should be able to work comfortably in unclear scenarios and make sense of ambiguity.

Candidates with solid experience building support/service operations are likely to have the exposure and understanding of the customer support function that will help them succeed in role.

Compensation:

The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate's qualifications, skills, competencies, experience, location and end client requirements).

Benefits and Ancillaries:

Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.

Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human-based decision making in employment decisions.

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