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Information Technology | Santa Monica, CA, United States
Our company
Adconion Media Group is the largest independent global audience and content network. Our team works with top-tier agencies and brand marketers around the world to develop integrated advertising campaigns that extend the value of brands online through our video, display and search marketing products. These campaigns live on our network of premium publishers and reach about one-third of the entire global Internet population every month. Adconion is dedicated to fueling growth through reinvesting in our team and our technology.
We believe in delivering targeted content and advertising to relevant audiences – and we have grown by anticipating where the industry will move. We are leading the evolution of ad networks by developing our own content monetization and ad serving platform, and we have aggressively extended our platform through acquisitions, including Frontline Direct, HiClip, RedLever, and most recently Joost.
The area:
As Manager, Product Support, you will have the responsibility to lead, manage, and further develop one or more teams in our technical support organization. You will work closely with our existing support teams, product development, and media teams to ensure that Adconion is delivering superior service and support to customers. You will provide direct hands-on support to customers, manage escalations of issues, and supervise the work of Tier 1 support managers serving customers.
The role:
You must be a team player, able to work across borders and in a global matrixes organization. The successful candidate will thrive in a competitive and fast-moving business environment while adhering to high ethical standards; will exhibit confidence and empathy in discussions with the team and will perform at a consistent and high level with minimal need for supervision or management.
Key responsibilities:
- Manage escalations of high priority or high severity issues, including overall action planning, resolution of issues, communication with various teams, and management at technical and senior levels.
- Collaborate with Engineering and Product Management on prioritization of fixes/features.
- Manage client communication for service interruptions/outages.
- Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, case management, and process
- Collaborate closely with Product Management on product improvements and release.
- Work in conjunction with Business Development, Engineering, and Legal to finalize and support partner implementations on a worldwide basis.
- Maintain strong product knowledge of the entire product suite to be able to effectively support the customers
- Perform weekend and after-hours support coverage, including P1 pager duty.
- Contribute actively towards knowledge based articles for both internal and external consumption.
- Work closely (including some travel) with teams in Australia, England and Germany.
Required skills/experience:
- Ability to work in fast-paced, multi-tasking environment
- 3-5 years experience in Internet industry; ad operations and/or ad-related technical experience.
- 5+ years experience in managing personnel and complex activities
- Excellent written and oral communication skills, being able to effectively communicate between end user and engineering
- Strong problem solving and analytical skills
- Strong HTML/JavaScript skills and experience troubleshooting technical issues
- Strong familiarity with various rich media advertising technologies and methods
- BA/BS degree
- Some international travel will be a component of this role.
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