Adtech Support Operations – Senior Manager – CVS Media Exchange
| Company | CVS Health |
|---|---|
| Location | Smithfield, RI, USA, Chicago, IL, USA, Needham, MA, USA, Ambler, PA, USA, Hartford, CT, USA, New York, NY, USA |
| Salary | $82940 – $199144.8 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 5+ years of digital/online media experience
- 3+ experience in ad operations, product operations, or project management
- Bachelor’s degree or equivalent (HS Diploma + 4 years of relevant experience) required.
Responsibilities
- Partner with various internal and external stakeholders in areas such as client onboarding, standard operating procedures, implementation requirements, and L1 troubleshooting.
- Responsible for queue management and issue routing for customer inquiries related to setup, ad policy, and implementation issues.
- Provide L1 Troubleshooting for technical setup issues and manage escalations to internal stakeholders.
- Maintain and update Standard Operating Procedures and FAQ documentation.
- Own and develop process workflows for standard setup requirements and work cross-functionally to streamline and improve efficiency.
- Participate in testing initiatives for new ad products and feature enhancements
- Own the operational execution of self-service support and identify areas of improvement to internal teams.
- Assist with other Ad Tech related projects and initiatives across all buying channels within CMX’s product offerings.
Preferred Qualifications
- Retail media experience is a plus
- Experience in managing and maintaining a ticketing system/queue
- Experience working with DSPs (Trade Desk preferred), SSPs, and/or ad serving platforms
- Strong internal and external communication skills
- Experience in client solutions / support
- Ability to thrive in a fast-paced environment
- Detail oriented; possessing critical thinking, analytical and highly organized
- Strong problem-solving and troubleshooting abilities
- Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel)
- Effective time management skills – ability to prioritize and meet deadlines
- A team player with an entrepreneurial spirit.