Technical Operations- Optimization Manager

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Location- Los Angeles or Palo Alto (onsite)

Base Salary- $105,000-140,000

Who We Are

X’s Technical Operations team serves as the primary support contact for advertisers and the global sales organization. Within Revenue and Partnership Operations, Technical Operations provides escalated technical support to customers and operational support to engineering teams and product managers. We ensure that customers have the best possible experience using X Ads and Analytics products.

As the X Ads business grows, we are expanding our team and evolving internal processes and tooling to ensure continued delivery of prompt, helpful responses to support requests. This role will be part of our Global Ads Measurement and Implementation Team.

Company Description:

X is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation. 

What You’ll Do:

As a Technical Operations Manager: Measurement, Implementation & Optimization, you will be responsible for unblocking spend for X’s Performance/Measurement products and assist with X Pixel implementation, QA, set up and optimization.  You will partner with key stakeholders across the business to drive cross functional support for our Performance/Measurement products, as well as provide client facing support for overall measurement troubleshooting issues and questions.  You’ll keep a pulse on day-to-day campaign performance and provide actionable optimization recommendations to advertisers & sales teams through clear communications.

You will drive and/or contribute to cross-functional projects that elevate the team’s effectiveness through improved or new tooling, processes and reporting as well as launching innovative new support channels and methods. You’ll build campaign-specific learning plans for key accounts to gain customers’ trust in X’s ability to help them achieve performance outcomes at scale. Lastly, you’ll serve as a close partner to Client Account Managers, offering analytical insights, specialized product knowledge, technical expertise so we can drive increased adoption of our optimization best practices with key customers and agencies in your region.

Lastly, you’ll serve as a close partner to Client Account Managers, offering analytical insights, specialized product knowledge, technical expertise, speaking to clients so we can drive increased adoption of our optimization best practices with key customers and agencies in your region

Who You Are

You are passionate about technology and have a proven ability to think critically and work effectively in dynamic, collaborative environments. You relish the opportunity to play detective, diving into data to decipher trends and troubleshoot issues. You are detail-oriented and capable of quickly learning and applying technical concepts. You exhibit an enthusiastic, can-do spirit and approach your work with vigor, determination, and a growth mindset.

Responsibilities

• Respond to inquiries in a prompt, clear and helpful manner

• Provide technical troubleshooting and set up support for X performance ad products

• Partner closely with cross functional teams to support stakeholders and clients directly with troubleshooting issues 

• Manage workflows to meet and exceed defined service level agreements

• Monitor patterns and proactively surface proposals to improve quality, productivity and efficiency

• Manage initiatives effectively to meet agreed upon deadlines and achieve measurable targets 

• Write clear and helpful content to address common questions and issues

• Collect and document issues and feedback for the product management and engineering teams

• Understand the relationship between support efficacy and business performance; identify and drive new solutions to optimize

• Apply data on quality and productivity to guide daily execution and inform process innovation

Requirements

• BS or BA degree

• 4+ years of relevant professional experience

• Strong analytical skills and expertise with Excel, SQL, Terminal, BigQuery and additional technical skills required.

• Experience using online advertising tracking tools (Google Tag Manager, Google Campaign Manager, Adobe Analytics, Tealium)

• Experience with technical troubleshooting for website pixels/tracking

• Understanding of data visualization tools (Tableau, Looker, etc.) is a plus as you will be relaying technical performance campaign details to our Sales partners

• Demonstrated ability to think critically and creatively to find answers and a passion for problem-solving

• Experience working with Engineering and Product teams on digital ad product launches and/or product support

• Ability to seamlessly juggle multiple projects and responsibilities from a variety of stakeholders in a fast-paced, dynamic, and often ambiguous work environment

• Experience with JIRA and Salesforce (preferred)