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Head of Customer Support

Head of Customer Support

MGIDBarcelona, Cataluña, España
Hace más de 30 días
Descripción del trabajo

What will you do :

Program Development & Execution :

  • Design and implement scalable programs to manage thousands of small publishers effectively, minimizing manual interactions
  • Lead the adoption of AI-driven tools, including generative AI, chatbots, and automation workflows, to scale operations and streamline communications with thousands of publishers efficiently
  • Develop and execute strategies to grow publisher revenue while delivering excellent service

Operational Excellence :

  • Build and manage automated workflows for tasks like publisher communication, performance tracking, and process optimization
  • Establish clear KPIs and reporting mechanisms to monitor program success and team performance
  • Identify and eliminate inefficiencies in current processes to improve team productivity and scalability

    • Leadership & Team Management :

  • Lead, mentor, and develop a team of four managers to execute the long-tail program effectively
  • Foster a collaborative and results-oriented culture, ensuring team alignment with company objectives
  • Provide clear guidance on roles, responsibilities, and goals to enhance team accountability and performance

    • Strategic Innovation :

  • Stay ahead of advancements in AI and automation technologies, applying them to improve publisher monetization strategies, enhance scalability, and future-proof the business
  • Actively contribute to the company’s product and technology initiatives by representing the needs of smaller publishers in discussions and developments
  • Continuously identify new opportunities to enhance program scalability, revenue growth, and publisher satisfaction
  • Revenue Management :
  • Track and analyze revenue performance metrics (monthly, quarterly, yearly) to ensure growth targets are met
  • Develop initiatives to boost publisher revenue, including proactive optimization recommendations and strategic improvements

    • Who you are :

    Proven experience in program management, ideally in a role involving large-scale operations or managing long-tail clients

    Knowledge of automation tools and experience implementing solutions like chatbots, generative AI, or similar technologies to improve efficiency will be a plus

    Operationally excellent with a track record of designing and executing scalable programs

    Solid understanding of publisher monetization and experience driving revenue growth

    Exceptional leadership skills with experience managing and mentoring teams to achieve results

    Data-driven decision-making and the ability to establish and track performance metrics

    Strong communication and collaboration skills to effectively work across teams and represent business needs in discussions

    Will be a plus :

    Familiarity with ad monetization and publisher platforms

    Experience with AI-driven tools or technology innovation for process optimization

    Background in managing long-tail or high-volume client portfolios

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    Customer Support • Barcelona, Cataluña, España