Senior Manager, Global Operations

About the role

The Senior Manager, Global Services is responsible for leading a team of Service Managers supporting the Advertising Channel within the Global Services organization. This role oversees team performance, operational processes, and service delivery to ensure a best-in-class client experience. The Senior Manager partners cross-functionally to drive operational excellence, improve support models, manage escalations, and support client growth and retention.

Responsibilities

• Lead and develop a team of Service Managers, fostering a high-performance culture focused on accountability, scalability, and continuous improvement
• Monitor and evaluate operational performance through key metrics and reporting, holding Operations Managers accountable for achieving service, quality, and business objectives
• Establish governance and performance frameworks that ensure consistent delivery against client agreements, service commitments, and business objectives, while proactively identifying and mitigating delivery risks
• Identify operational risks and proactively develop mitigation strategies to ensure service continuity and client satisfaction
• Support our current book of business within our existing clients and look for future growth opportunities within our existing client base
• Build and maintain strong relationships with internal and external stakeholders to ensure alignment, collaboration, and successful execution of strategic initiatives
• Partner with client-facing leaders to improve retention, satisfaction, and overall client health

Qualifications

• 5 years of experience with Advertising/Social Channel account and client relationship management
• Deep understanding of retail eCommerce operations, digital commerce ecosystems, and key commercial performance metrics, including revenue growth, profitability, conversion, customer acquisition, retention, and operational efficiency
• 5 years direct people management experience in Operations, Service Delivery or Customer Success
• A strong decision-maker, with demonstrated success of making timely and informed decisions that keep the organization moving forward
• A detail-oriented individual with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization
• Proven ability to drive impact in a complex, fast-paced environment
• Organized, detail-oriented, and strategically focused
• Hands-on experience managing Google Shopping, Facebook, or Microsoft Shopping
• Hands-on experience with PPC, Display, and Social
• Experience with eCommerce Advertising/Social integrations (i.e. Shopify, Bigcommerce, Magento, etc.)
• BA/BS degree preferred in Business Administration, Computer Science or related field

Pay

$108,000.00 - $162,000.00

Schedule

This is a hybrid role. For candidates based in the Austin, TX metro area, the position follows a hybrid work model with three days per week in the office, balancing focused individual work with meaningful in-person collaboration.