Duties/Responsibilities: 

• Assess workload, assign daily goals, and send team status updates to ensure that goals and SLAs are met. Anticipate internal hurdles and course correct as necessary  

• Support the establishment of productive workflows and team optimization across both US and global teams

• Report and track metrics against established department benchmarks (AIM), action planning when necessary  

• Develop an advanced knowledge of the assigned program(s) and serve as the day-to-day decision maker for the team and program operations, escalating as appropriate  

• Lead the implementation of special projects as directed by the client or internal teams  

• Support with data loads and payment runs  

• Work with a wide range of clients and customers (primarily via phone, chat, and email) to understand their marketing needs and resolve escalations independently  

• Maintain accurate profile and communication records with proactive reporting tied to support and actions provided  

• Coach customers and advertising partners in creating and submitting brand enhancing content  

• Resolve helpdesk escalations and provide coaching to team, route tickets to the appropriate resources or supervisor  

• Own monthly release testing and enhancement QA  

• Establish and maintain website and reporting QC processes  

• Proactively communicate internally (and externally, if applicable) to keep all key stakeholders updated on program progress and performance  

• Assist with the compilation and analysis of monthly, quarterly, and annual reporting and provide actionable insights and recommendations  

• Fully understand and lead channel partner marketing operational services  

• Fully understand program website(s) and tools for intermediate admin configuration  

• Lead partnerships by serving as a liaison with internal teams or key program vendor partners  

• Collaborate with team  

• Participate in idea-sharing and brainstorming sessions  

• Maintain SOPs, Clarification & Exception trackers, and other account-related training documents  

• Able to flex up or down in job responsibilities when needed