Overview
Customer Experience Operations Manager (Advertising Platforms) Jobs in Taguig, National Capital Region, Philippines at TP
Title: Customer Experience Operations Manager (Advertising Platforms)
Company: TP
Location: Taguig, National Capital Region, Philippines
Roles & Responsibilities
- Overall responsible for service delivery of real-time advertiser support via live chat, email, and ticketing systems (e.g., Zendesk, Salesforce).
- Provide call center–based support for a high volume of extremely complex customer inquiries.
- Oversee resolution of intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.
- Serve as the business point of contact and process expert, guiding advertisers on best practices for campaign optimization and platform usage.
- Ensure accurate and comprehensive case documentation, including customer interactions, troubleshooting steps, and resolution notes.
- Support team leaders in meeting SLAs for response time, resolution, and customer satisfaction.
- Supervise less experienced professionals, providing expertise and accountability for customer outcomes.
- Communicate complex product information clearly and professionally to internal and external stakeholders with varying technical backgrounds.
- Manage and oversee short-term initiatives as required by the business.
- Make operational decisions within a defined scope, including maintaining an accurate internal knowledge base.
- Collaborate with internal and external stakeholders to improve service quality and process efficiency.
- Operate in a rotational shift environment supporting global advertisers across multiple time zones.
- Act as the team’s process and product expert to ensure quick response and resolution.
- Lead teams specializing in Pixel tracking, events API integration, and SDK implementation.
- Lead teams analyzing API request/response logs and debugging server-side events.
- Write and execute SQL queries to extract performance data, diagnose tracking discrepancies, and generate insights.
- Oversee team leaders coordinating with engineering teams on API or integration issues.
- Support server-to-server (S2S) event tracking and troubleshoot data mapping or payload issues.
- Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
- Document integration workflows, technical fixes, and reusable troubleshooting guides.
- Oversee use of automation tools such as Zapier or custom scripts for integration workflows.
- Participate in QA testing for new product features related to tracking, APIs, and backend integrations.
Qualifications
- Bachelor’s degree in Business, Marketing, IT, Computer Science, Software Engineering, Information Systems, or related field.
- 2–4 years of experience in customer or technical support, preferably in digital advertising, BPO, SaaS, or backend product support.
- Hands-on experience with live chat and ticketing systems.
- Strong understanding of digital advertising concepts (CPC, CPM, targeting, conversion tracking).
- Strong SQL, API, and server-side tracking expertise.
- Excellent written and verbal communication skills.
- Analytical, detail-oriented, and comfortable in high-volume environments.
- Experience with Ads Manager or similar platforms.
- Ability to debug API payloads (JSON/XML).
- Strong cross-functional collaboration and problem-solving skills.
