Sales Operations Lead, Advertiser Support Technology

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

We’re looking for an Operations Lead to join Snap! As a member of our Sales Operations team, you will be the business owner for the technology systems and tools we use to provide customer support to our advertising partners. You will work closely with leaders across Operations, CRM Technology, Sales, Product and Engineering to build a world-class customer support function. You’ll be a trusted partner and subject matter expert on the systems and processes that drive our monetization efforts. You will help unlock efficiency through the development of internal tools, equip business leaders with information to make sound decisions, and develop an exceptional customer experience for advertisers who request support from our teams. 

What you’ll do:
 

• Act as the bridge between operations and engineering for our advertiser support ecosystem, which includes our support agents, knowledge center, chat/chatbot, and email support 

• Collaborate with senior business executives, product managers, engineering managers, operations managers, and support agents to align development priorities

• Partner with a dedicated product/engineering team to ensure that their efforts are meeting the correct business needs and that the customer support experience is fast and seamless

• Develop a deep understanding of processes used by our ad support teams, and help develop tool sets that make those processes flexible and efficient

• Manage multiple large projects where you communicate expectations on scope, timing, tradeoffs and progress with key stakeholders

• Develop a framework to measure tooling effectiveness and customer satisfaction

• Partner with Enablement teams to ensure the smooth rollout and change management of new systems to a large support workforce (500+), including training materials and effective communication 

• Serve as a technical consultant and trusted partner to the business

Knowledge, Skills & Abilities
 

• Proven experience building seamless, omnichannel customer support technology solutions for large enterprise organizations

• A strong background in internal tooling and process development for large (500+ people) workforces that include full-time and contingent employees

• Demonstrated success building products and services on third-party platforms like Salesforce

• Strong analytical skills, with a focus on data that straddles operations and revenue 

• Ability to drive decision-making across a complex business with numerous converging needs

• A clear understanding of the technology development lifecycle and track record of partnering with engineering teams to drive successful development efforts

• Strong interpersonal skills, including negotiation, conflict resolution, and the ability to motivate teams in an environment of continuous improvement

• Exceptional verbal and written communication skills, especially when tailoring information to non-technical and global audiences

• Experience working in the tech, media or digital advertising industry

 Minimum qualifications:
 

• 7+ years working in Revenue Operations, Technical Program Management, Salesforce/CRM Administration, or similar functions

• Bachelor’s degree in a business or related field, or equivalent experience

Preferred qualifications:
 

• Experience implementing Salesforce Support Cloud in a large enterprise environment

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at accommodations-ext@snap.com.