Lead, Client Delivery
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Job Description
Operational lead supporting advertising partners and marketing programs for a global client. Managing workflows, escalations, reporting, quality, and program operations.
Responsibilities:
- Act as an operational leader supporting local channel partners and advertising partners with tools, support, thought leadership, and program administration
- Assess workload, assign daily goals, and send team status updates to ensure goals and SLAs are met
- Support productive workflows and team optimization across US and global teams
- Report and track metrics against department benchmarks and create action plans when necessary
- Develop advanced knowledge of assigned programs and serve as day-to-day decision maker for team and program operations
- Lead special project implementation
- Support data loads and payment runs
- Serve clients and customers via phone, chat, and email; understand marketing needs and independently resolve escalations
- Maintain accurate profile and communication records with proactive reporting
- Coach customers and advertising partners on creating and submitting brand-enhancing content
- Resolve helpdesk escalations, coach the team, and route tickets appropriately
- Own monthly release testing and enhancement QA
- Establish and maintain website and reporting QC processes
- Communicate program progress and performance to stakeholders
- Assist with monthly, quarterly, and annual reporting, analysis, insights, and recommendations
- Lead channel partner marketing operational services
- Administer program websites and tools
- Liaise with internal teams and key program vendor partners
- Collaborate with the team and participate in brainstorming sessions
- Maintain SOPs, clarification and exception trackers, and account-related training documents
- Flex job responsibilities as needed
Requirements:
- Bachelor’s degree in business, communications, marketing, journalism, or related field
- 2-years agency or related experience
- 6 months of formal or informal leadership experience
- Proven technical competence including Microsoft Word, Excel, Outlook, and social publishing platforms
- Multimedia digital knowledge
- Understanding of industry trends and a passion for technological innovation
- Strong math, written and verbal communication, problem-solving, and multi-tasking ability
- Ability to organize work, handle multiple tasks, and meet deadlines
- Exceptional client and customer service skills
- Comfortable solving conflict
- Natural curiosity and eager desire to learn
- Remote-work experience preferred and demonstrated ability to work independently
Benefits:
- Remote work arrangement
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