AD Operations Manager Candidate expectations: Minimum 15 years? experience and at least 10+ years of Digital Marketing & Digital advertising experience Strong knowledge of ad operations, online marketing, D2C & ecommerce ecosystem Knowledge and experience in organizational effectiveness and operations management Knowledge of business and management principles and practices Knowledge of financial and accounting principles and practices Knowledge of human resource principles and practices Knowledge of project management principles and practices Knowledge on Automation, Data Analytics added advantage Excellent computer skills and proficient in Excel, Word, PPT Excellent communication skills both verbal and written Excellent interpersonal skills and a collaborative management style. Budget development and oversight experience Excellent people manager, open to direction and Collaborative work style and commitment to get the job done Job Description: Managing the overall headcount for the account and driving Client KPIs, SLA, Volume Management, Team utilization, quality & training, Customer Satisfaction and RCAs (Root Cause Analysis), Financial Analysis, Resourcing, Identify Automation opportunity, Budgeting & Forecasting. Oversee 100% of transactions - Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents Train, coach and mentor Managers and Team Leads including career development. Builds/obtains (from other departments) training material for support staff. Interact with internal and external customers Provide data and reporting of KPI?s and trends to Customer and others in ad-hoc, weekly, monthly reviews. W ould require having strong knowledge of e-commerce ecosystem, D2C ecosystem, advertising strategies on various e-com platform, online marketing & media planning. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Manage Project P&L, Control Costs, Optimize HC. Should be flexible to work in shifts