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Sr. Manager, Client Services & Operations

Sr. Manager, Client Services & Operations New York, NY
  • Requisition #: 163660
  • Job Type: Full Time
  • Location: New York, NY
  • Team: Sales
  • Pub Date: 1/2/18


The Sr. Manager, Client Services & Operations is responsible for leading the Client Services & Operations function for FreeWheel's Markets business in North America, which enables the most premium video publishers such as TV Programmers, MVPDs, and major digital media publishers to monetize their content programmatically at scale. This function is responsible for both demand and supply side operations and solutions engineering, which includes successful set up, trafficking, level 1 operational and technical troubleshooting, monitoring, and optimization for all North American marketplace transactions. Additionally, this function is responsible for the North American-specific policies and procedures that govern the operations and troubleshooting of Markets transitions while working closely with the Global L2 Client Services & Operations team as well as various other internal teams to ensure an efficient and seamless operational experience for FreeWheel Markets buyer and publisher clients. This is a critical role supporting the continued growth of FreeWheel Markets in North America and reports directly to SVP, North American Markets.

Core Responsibilities:

  • Manage a team of highly-talented ad operations and technical support professionals
  • Develop, implement, and evolve a strategic plan for how the Client Services & Operations function can support the business and client service goals of the North American Markets organization
  • Oversee the personnel responsible for the trafficking of FreeWheel Markets transactions (demand and supply) and ensure that all trafficking is completed in accordance with proper procedures and policies to ensure that all transactions are executed accurately and efficiently
  • Oversee the personnel responsible for the configuration, monitoring, and optimization of the SSP platform
  • Oversee the personnel responsible for level one troubleshooting of Markets transactions (demand and supply)
  • Coordinate with other internal teams, including the Global Clients Services & Operations team, to design, implement, and evolve intra-company process for handoffs, escalations, etc.
  • Communicate directly with Markets clients as needed in support of the Publisher Account Management and Demand Sales teams
  • Identify operational trends and risks and communicate to the FreeWheel Markets leadership team
  • Develop, implement, and track KPIs to measure the operational efficient of the North American Markets business
  • Exercise independent judgment in pursuit of business goals and objectives
  • Travel as necessary in support business objectives (prospect/client meetings, conferences, internal meetings)

Job Specifications:

  • Bachelor's Degree or Equivalent
  • 5+ years of experience with digital video in an operational or technical role
  • 2+ years of managerial experience
  • Deep understanding of the digital advertising industry value chain, specifically including programmatic buying models
  • Extensive experience working with digital video ad servers (FreeWheel a plus) and or SSP platforms (StickyADS / FW SSP a plus)
  • Deep understanding of digital video standards and specifications (i.e. VAST, OpenRTB)
  • High EQ
  • Excellent verbal and written communication skills
  • Ability to communicate what is needed for you to be successful
  • Ability to regularly collaborate with others in pursuit of joint goals and objectives

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