Program Manager, SMB Advertising

About the role

A leading entertainment and streaming company is seeking a Program Manager to lead scaled advertiser programs supporting its self-service advertising platform. This role is responsible for managing vendor-driven sales and customer success programs that drive lead generation, advertiser activation, product adoption, retention, and revenue growth within the SMB advertising segment.

The ideal candidate is a strategic, data-driven leader with experience managing digital advertising, sales, account management, or customer success programs. This individual will oversee outsourced vendor operations, optimize customer engagement strategies, and partner cross-functionally with Product, Marketing, and Data teams to enhance the advertiser experience and drive business outcomes.

Basics

• Duration: 10 months
• Hours: 40 hours per week
• Location/Onsite Requirements: Hybrid, 3 days onsite per week; either New York, Los Angeles, or San Antonio
• Travel: Quarterly travel to New Braunfels, TX, with occasional additional visits to vendor partners as needed

Top 3 Required Qualifications

• 5+ years of experience in digital sales, account management, customer success, or advertising-related programs
• Experience managing outsourced vendor programs supporting sales, customer service, customer success, or lead generation functions
• Strong understanding of SMB customer behavior, sales processes, and digital advertising solutions

Other Qualifications

• Bachelor's degree in Marketing, Business Administration, or related field
• 1+ years of direct people management experience
• Experience leading customer engagement, retention, or activation initiatives
• Strong analytical and KPI-driven decision-making skills
• Experience managing cross-functional programs and stakeholder relationships
• Strong process improvement and operational optimization experience
• Excellent communication, presentation, and influencing skills
• Experience working within advertising, media, streaming, digital marketing, or ad tech environments preferred

Key Responsibilities

Strategy & Revenue Ownership

• Own the strategy, execution, and performance of vendor-led lead generation, qualification, and customer engagement programs
• Drive advertiser revenue growth through the self-service advertising platform
• Continuously optimize outsourced programs through training, scripting, performance management, and operational improvements

Team Leadership

• Oversee vendor management, training, coaching, and quality assurance programs
• Ensure high-quality customer interactions and consistent business outcomes
• Support the development of scalable customer success and engagement strategies

Customer Engagement & Success

• Develop and execute programs that improve advertiser activation, product adoption, retention, and satisfaction
• Monitor customer health and identify opportunities to improve the advertiser experience
• Serve as the voice of the customer across internal stakeholder groups

Operational Excellence

• Design and implement scalable tools, workflows, and operating models
• Improve vendor operations and internal processes to drive efficiency and growth
• Support change management initiatives across teams and programs

Performance Management & Analytics

• Define and track KPIs, success metrics, and performance benchmarks
• Analyze program performance and deliver data-driven recommendations
• Create reports, dashboards, and business reviews for leadership and stakeholders

Cross-Functional Collaboration

• Partner with Product, Marketing, Data, and Customer Success teams
• Establish feedback loops that help inform product enhancements and marketing strategies
• Align customer experience initiatives across teams and business functions

Ideal Candidate Profile

• Strategic operator with strong business and customer instincts
• Experienced in SMB advertising, digital marketing, or customer success environments
• Strong vendor manager who can drive performance through influence and accountability
• Data-driven leader with excellent analytical skills
• Comfortable operating in fast-paced, evolving business environments
• Skilled communicator who can build alignment across multiple stakeholder groups

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data. This position is onsite and requires you to work closely with other individuals in a collaborative team environment.