Subject Matter Expert, Signals - MPO
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
- Run targeted training for Vendor agents on recurring issue types, priority workflows, and quality expectations, including onboarding and refresher courses
- Conduct case reviews and deep dives into repeated escalations, low-quality resolutions, and unclear handoffs to isolate process, SOP, training, or tooling gaps
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- Track common failure patterns by category and convert findings into clear improvement asks for GTPS, PMM, or Vendor operations
- Prioritise gaps that directly affect launch readiness, onboarding quality, partner trust, or resolution speed
- Own online SOPs as the single source of truth for Vendor handling, SME review, and escalation decisions, keeping them updated with process changes, edge cases, required evidence, and escalation boundaries
- Remove outdated or conflicting guidance so Vendor agents do not rely on offline knowledge or inconsistent local practices
- Label historical and new cases by issue type, correct resolution path, escalation trigger, and ideal response quality to support AI TPS training data
- Prioritise labeling for high-volume routine tickets and categories where AI TPS can safely automate once quality gates are met, flagging ambiguous cases for human handling
- Review AI TPS outputs for accuracy, completeness, tone, policy alignment, and correct SOP usage
- Compare AI recommendations against best-agent human handling to identify where AI is ready for autonomy versus where it still needs guardrails
- Define quality thresholds for routine closure, escalation, and human review
- Provide structured feedback to AI TPS teams on wrong categories, weak reasoning, missing SOP coverage, poor escalation decisions, and unclear partner guidance
- Convert repeated AI errors into SOP updates, new examples, evaluation cases, or revised automation boundaries
- Use Vendor and SME observations to continuously improve the AI bot and the human escalation model
Qualifications
Minimum Qualification(s):
- Prior experience in vendor/BPO operations, quality assurance, or training within a support operations environment
- Analytical experience identifying root causes and translating findings into actionable process or SOP improvements
- Proficient in developing and delivering training content, including onboarding and refresher programs
- Experience owning or maintaining SOPs/knowledge management content in a structured, source-of-truth format
- Strong analytical skills with proficiency in data tools (e.g. Excel)
- Experience communicating with both vendor-facing and cross-functional/internal audiences
- Strong oral and written communication skills
Preferred Qualification(s):
- Familiarity with AI-assisted or automated support tools (data labeling, quality evaluation, or feedback loops) a plus
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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