About this role
Responsibilities
Team Intro The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations. The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.
Responsibilities - Serve as the primary operational point of contact for assigned vendor sites - Lead regular business reviews - weekly and monthly - with vendor operations leads, tracking performance against contractual KPIs - Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end - Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution - Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores - Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints - Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors - Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes - Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements
Qualifications
Minimum Qualification(s): - Minimum 4 years of experience in Workforce Management within a contact centre or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity - Proficiency in SQL for data querying and manipulation - Strong working knowledge of Excel and/or Google Sheets (pivot tables, formulas, data cleaning) - Solid understanding of business metrics and KPIs - Excellent communication and stakeholder management skills; able to work across time zones and cultures. Proven ability to manage external vendor relationships with a balance of commercial rigour and collaborative partnership - Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership - Strong analytical skills - comfortable building models, identifying trends, and translating data into actionable recommendations Preferred Qualification(s): - Experience with business metrics and KPIs in a tech, e-commerce, or platform environment