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31 may.MGID
Barcelona, ES
Head of Customer Support
MGID · Barcelona, ES
Job Description
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
Requirements
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