We are looking to hire a Operations Specialist for a Social Media Client for 6 months & renewable contract role. In this role, you will serve as the first line of defense for the Sales organization, resolving complex billing and contracting inquiries.
Responsibilities:
- Case Management & Sales Support: Manage and resolve a high volume of incoming cases regarding Billing, Contracting, and Payments.Serve as the primary operational point of contact for Sales teams.
- Operational Excellence (Metrics): Drive high-quality service delivery by adhering to strict Service Level Agreements (SLAs). You will be measured on CSAT (Customer Satisfaction), TRT (Total Resolution Time), and FTR (First Time Resolution).
- Billing & Reconciliation: Investigate and resolve invoice discrepancies, perform manual reconciliations, and ensure billing accuracy for clients.
- Process Improvement: Beyond answering queries, proactively analyze case trends to identify recurring issues. Suggest potential fixes to processes, tools, or documentation to reduce friction for the Sales team.
- Stakeholder Communication: Translate complex operational or financial concepts into clear, concise updates for Sales and other cross-functional stakeholders.
Qualifications:
- At least 2 years of work experience with Ad Operations, Finance Operations or Project Management.
- Demonstrated ability to learn and understand complex digital advertising products and their commercial structures.
- Experience of using one monetization and/ or ad serving solutions (Ad Manager, AdSense, AdMob).
- Strong proficiency with Google Sheets (e.g., pivot tables, VLOOKUPs, analyzing large datasets).
- Self-motivated, proactive individual that is comfortable operating in a rapidly changing industry and proven ability to work well with a team
CEI No: R1659595 / EA No: 07C3147
