Role: Sr. Delivery Manager - Ad SalesPrincipal ResponsibilitiesManage the overall performance and governance of the Statements of Work (together with Vendor Account Manager)Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phasesEstablish the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Coordinate with Airbnb as needed. Install all Service delivery processes and Service Level reporting mechanismsProvide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagementDrive Operations teams to deliver continuous improvement and productivity/quality gainsFlag and escalate business risks timely to clientAnalyzing data to identify trends in customer needs or behavior patterns that may require changes to business processesDeveloping and implementing new processes or procedures to improve efficiency or quality of serviceCoordinating with other departments such as marketing, sales, or human resources to ensure that customers receive appropriate attentionConducting regular meetings with clients to ensure satisfaction with service standards
Critical Skills RequiredDynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguityStrategic thinker with strong analytical and problem-solving skillsVery strong level of English, both written and verbalExcited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team membersAdaptable and energized by a fast-paced environmentUniversity Graduate or above14+ years of experience in operations in Social Media industry7+ years of people management experience, including managing leaders, and a strong desire to develop team members