Product Specialist, SME (Billing, Payment & TTO)
This job is no longer available.
Responsibilities
About the team
The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.
The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.
Responsibilities
AI Automation & Product Quality
- Drive the Billing & Payment domain toward 80% automated reply coverage - Creating automated response, identifying gaps in current automation, defining the scope for AI-handled interactions, and working with product and AI teams to close the delta
- Review and improve AI-generated automated replies for accuracy, tone, and resolution quality across Billing & Payment and TTO domains
- Collaborate with AI and product teams to refine response logic, escalation triggers, and automation coverage based on domain expertise
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- Track automated reply performance against quality benchmarks and drive continuous improvement
- Conduct quality assessments using established frameworks; maintain oversight of QA metrics and identify trends across agent and AI-handled interactions
- Gather insights from internal teams, vendor feedback, and customer signals; feed into Product VOC loops and convert into execution-focused plans
Vendor Performance, Training & Operations
- Design and deliver vendor training covering onboarding, refreshers, and AI tool adoption; monitor Online SOP adoption rates and close compliance gaps
- Analyze vendor CSAT and quality scores; translate findings into targeted coaching plans and measurable improvement mechanisms
- Run calibration sessions to align vendors on ticket handling standards, SLA adherence, and AI-assisted workflows
- Monitor vendor SLA performance across key metrics; flag risks early and partner with vendor managers to course-correct
- Own knowledge content and Online SOPs in the in-house KM tool, ensuring they are current, standardized, and consistently adopted across vendor sites
- Lead business reviews with vendor team leaders and cross-functional stakeholders to drive strategy, track progress, and hold sites accountable to quality targets
Qualifications
Minimum Qualification(s):
- A minimum of 4+ years' experience in the ad tech industry
- Analytical experience solving problems using data and providing actionable business insights
- Proficient in delivering product training
- Proficient in data analytics tools (e.g. Excel)
- Knowledge in visualization tools (e.g. Tableau/Power BI)
- Experience resolving and communicating about issues with both technical and non-technical audiences
- Strong oral and written communication skills
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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