Senior Manager, Global Service Operations

About the Role

The Senior Manager, Global Services, is responsible for leading Global 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. Success in this role requires strong leadership, stakeholder management, and the ability to align teams and processes to meet client and business objectives.

What You'll Do

• 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
• Establish and monitor key performance indicators (KPIs) and operational metrics to measure team effectiveness, client outcomes, and business impact
• Oversee workforce planning, resource allocation, and team capacity management to support business growth and client needs
• 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

Who You Are

• 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

Work Where You Thrive

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.

Pay

Pay Transparency Range: $108,000.00 - $162,000.00. Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams. Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process.