Who are we?
Place Exchange is on a mission to transform the entire OOH channel to be truly programmatic for buyers & sellers. We're rethinking how media works in public space, & building the technology to make it happen. Join us as we apply our vision & technology to reshape advertising & content in the physical world around us.
What is the Role?
As a Sr. Manager, Tech Support you will help build a best-in-class customer service center from the ground-up to support the growth of our Out-of-Home (OOH) Programmatic Platform. Reporting directly to the CTO, you will work across Partnerships, Product, Engineering, TechOps, AdOps, Finance, & other internal groups across the company to ensure customer & partner satisfaction & success.
- Develop future state partner support strategy & launch plan, platforms & tools
- Proactively identify areas for end-to-end servicing/operational improvement, including tools & processes
- Help grow, scale & train a Technical Support Team
- Assess tooling needs for ticketing & Quality Assurance platforms
- Develop training program & associated documentation for the team
- Formalize & implement processes for SLAs/SLOs / Quality Assurance / KPI tracking
- Be able to prioritize needs & provide direct queue management
- Develop plans & procedures for incident management, triage, & communications
Youre awesome for this role because:
- Youre someone who is excited to help build & architect our future service experience, platforms & processes from the ground up.
- You consider yourself highly collaborative & enjoy working with internal teams, & can also demonstrate empathy, logic & business acumen in solving our partners challenges.
- You love to create & continuously improve end-to-end service experience, identify & diagnose technical issues, & recommend solutions to the Executive team in order to improve our products, services & overall performance.
Company & Background
The average consumer spends 70% of their time outside of the home, & thanks to the rapid proliferation of digital displays in cities & venues around the world, Digital Out of Home is one of the fastest growing media channels. Place Exchange is the first & only true programmatic platform for Out of Home (OOH) & Place-Based media, connecting digital marketers to consumers in physical space. We partner with premium publishers across the U.S. (and soon around the world), offering unprecedented scale, brand safety, & bottom-line results for advertisers. Our proprietary & patent-pending technology enables our DSP partners to unify workflow, creatives, reporting, & attribution for OOH with the rest of the digital advertising ecosystem.