As a Program Manager in our Advertiser Experience and Support Operations team, you will be at the forefront of our transformation to AI-Led Support. You will navigate a highly cross-functional environment, working closely with partners across disciplines to deliver scalable, meaningful change for our advertisers and internal teams. You will leverage systems thinking to analyze complex challenges, bring clarity to ambiguity, and drive alignment across stakeholders. Your capacity to distill complexity into actionable strategies and foster collaboration will be critical to our success as we reimagine the future of advertiser support. If you thrive in deadline-focused, ambiguous settings, enjoy solving complex problems, and can demonstrate proven commitment to driving transformational change, we encourage you to apply and help shape the next chapter of our support operations.

Responsibilities

Lead AI Program Initiatives for Customer Impact: Design, implement, and scale programs that leverage AI to transform advertiser support, with a focus on delivering measurable improvements in customer experience and satisfaction
Integrate Customer First AI Solutions: Collaborate with Product, Engineering, Data Science, and Operations to identify and implement AI opportunities that directly address advertiser needs and pain points
Champion Data, Customer-Centric Decision Making: Use AI and advanced analytics to understand customer journeys, inform program strategies, and continuously optimize support operations for both efficiency and customer value
Simplify and Operationalize AI for End-User Benefit: Implement AI first processes and tools that empower both internal teams and advertisers, ensuring solutions are accessible and impactful
Drive Change Management for AI Adoption with Customer Outcomes in Mind: Lead change management efforts to ensure successful rollout and adoption of AI-powered tools, prioritizing stakeholder education, training, and feedback that centers on customer outcomes
Monitor, Measure, and Improve Customer-Facing AI Performance: Establish and track metrics that reflect both operational efficiency and customer satisfaction, using feedback loops to iterate and enhance AI initiatives
Ensure Responsible, Ethical, and Customer-Aligned AI Use: Partner with cross-functional teams to uphold ethical standards and compliance, ensuring AI solutions are transparent, and aligned with the best interests of our advertisers
Foster Customer-Centric Innovation: Encourage experimentation and continuous learning, staying ahead of AI trends and best practices that can further elevate the advertiser experience

Minimum Qualifications

8+ years of relevant experience in consulting, strategy, operations, or program management roles
Proven communication and leadership skills, having demonstrated influence and driving alignment across broad ranging stakeholders
Analytical thinking and problem-solving, with a track record of delivering solutions informed by quantitative and qualitative analysis
Demonstrated experience of quickly building expertise in operational guardianship, including legal, privacy, data protection, and security requirements relevant to supported products

Preferred Qualifications

2+ years of experience in customer support, trust & safety, payments, or related domains
3+ years of experience working within technology companies or on global, cross-functional teams
Experience designing, implementing, and optimizing business processes at scale
Bachelor’s degree or higher in Business, Technology, Strategy, or a related field

Program Manager, Advertiser Experience

Job Description