Manager, Technical Advertiser Solutions

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

We’re looking for a Manager, Technical Advertiser Solutions (TAS) to join our team! As a leader on the TAS team, you will use your expert level knowledge in digital advertising and data analytics to build solutions to address advertiser and sales issues. You will be responsible for building out this global function working in close partnership with our regional TAS teams,  Small and Medium Client (SMC) Sales, and Ad Product Quality organizations. Additionally, you will work hand in hand with our Scaled Operations (vendor management) team to prioritize workflows and build programs with our vendor-staffed teams in support of the SMC business. Working from either our Santa Monica or New York City locations, you’ll collaborate with our Sales teams to drive revenue and performance for advertisers on Snap and develop our support strategy with an eye towards growing our presence globally.

What you’ll do:

• Serve as the main point of contact for SMC sales teams by providing strategic partnership, case management/resolution, and operational planning across our ads ecosystem

• Hire and manage a team of TAS consultants and coordinate support strategy in partnership with Scaled Operations, TAS regional teams and Ad Product Quality, in region and globally

• Adapt and develop reactive and proactive support offerings for the specific needs of Small and Medium Clients to contribute to a best-in-class ads experience

• Leverage an expert-level understanding of our auction marketplace to provide effectively communicated deep-dive analyses that help our partners succeed on our ads platform

• Partner with cross-functional teams in SMC Sales, Data Science, Sales Operations and other partner teams to drive data-backed improvements to scaled support processes 

• Inform, influence, and execute new strategies to pilot proactive programs that resolve issues earlier in the client experience (ad platform, policy, etc.)  and scale success to a distributed network

• Collate trends in support contacts and internal user-acceptance testing to provide feedback and roadmap items for Product and Engineering teams

• Work closely with Scaled Operations and a network of global vendors to contribute to operational oversight on workflows and readiness

Knowledge, Skills & Abilities:

• Excellent written and verbal skills with strong interpersonal skills

• Expert in programmatic ad buying and auction marketplace dynamics

• Expert in tracking pixels, mobile measurement partners, and third-party measurement

• Advanced data analytics, visualization, and storytelling through data
   

Minimum Qualifications: 

• Bachelor’s degree or relevant experience in Marketing, Advertising, STEM, or related field

• 8+ years experience in digital advertising, including but not limited to technical troubleshooting, campaign optimization, and measurement

Preferred Qualifications:

• Experience with SMB sales and service and running operations at scale

• Experience communicating with executives and senior leadership/management

• Team player with a demonstrable track record of leadership

• 3+ years working in Zendesk, Salesforce or other CRM.

• 3+ years of people management experience

• Customer obsessed with a passion for supporting Snapchatters, businesses and sales

• Proven project management and process improvement skills; identifying problems