Operations Manager

Job Overview

Minimum Qualifications

• Education: Bachelor's degree or equivalent practical experience.
• Experience: 2+ years of experience in contract management, deal desk, sales operations, ad operations, or customer/partner support.
• Contract Knowledge: Proven experience reading and applying commercial contract terms and pricing (e.g., rate cards, discounts, fees, contract terms, renewals, and terminations).
• Issue Resolution: Demonstrated experience managing and resolving support cases or escalations for internal or external stakeholders.
• Language Skills: Business-fluent written and spoken English.

Key Responsibilities

• Contract Processing: Prepare, review, and process standard and non-standard publisher agreements using internal contracting systems, routing them for required employee approvals.
• Partner Support: Assist partner management teams with agreement requests by clarifying requirements, answering contract and procedural questions, and preparing documents for sign-off.
• Pricing & Commercial Terms: Apply rate cards and commercial guidelines to contracts; prepare pricing and fee scenarios using standard tools and templates in collaboration with cross-functional teams for management review and approval.
• Deal Support: Guide sales teams on standard deal structures by explaining approval thresholds, workflow processes, and discount mechanisms, while preparing deal requests for formal approval.
• Case & Escalation Management: Manage and resolve inquiries and escalations from account managers regarding deals, contracts, and process workflows within established service level agreements (SLAs).
• Publisher Support: Investigate and address publisher contract inquiries submitted via support channels, providing clear, accurate responses for frontline support teams to share with partners.
• Data Integrity & Tracking: Monitor the progress of cases, deals, and contracts; maintain accurate, audit-ready records (including legal entities, product lines, key dates, and terms) within tracking tools; and proactively flag potential timeline risks.
• Cross-Functional Collaboration: Partner with cross-functional, operations, and vendor teams to resolve bottlenecks and ensure smooth execution; escalate complex legal inquiries to the Legal department with comprehensive context.
• Process Improvement: Identify recurring operational friction points and recommend enhancements to document templates, workflows, and training/help resources.

Preferred Qualifications

• Industry Knowledge: Familiarity with major digital ad serving, monetization, or ad tech platforms (e.g., publisher ad servers, supply-side networks, mobile app monetization platforms).
• Systems Proficiency: Hands-on experience with CRM platforms, case management software, or enterprise deal/contract management systems.
• Environment: Experience supporting high-velocity sales and partner management teams in a fast-paced environment.
• Analytical Skills: Comfortable utilizing spreadsheets, reports, and operational dashboards to track metrics and retrieve information efficiently.