CVS Media Exchange is hiring a Senior Ad Tech Support Manager.  This role will report to the Lead Director, Ad Tech Operations.   

CVS Media Exchange [CMX] is dedicated to driving measurable outcomes for our suppliers, merchants, stores, GMs, brand advertisers, and agencies. Our full-funnel ad solutions leverage CVS’s in-store and online data, extensive reach, and to provide measurable results for our clientele. With a range of flexible pricing and buying models, including self-service; these solutions help businesses build brand awareness, engage with CVS consumers, and convert CVS consumers to shoppers. 

The Senior Ad Tech Support Manager will be responsible for building out our client support program for CMX self-service offerings with a focus on client success, compliance, and implementation of proactive solutions to resolve activation issues.  This individual will partner closely with Product, Account Management, Ad Policy and 3rd party vendors to ensure onboarding and client escalations are resolved in a timely fashion. The ideal candidate will be driven, client focused, detail oriented, and thrive in a start-up environment.   

Responsibilities include but not limited to: 

• Partner with various internal and external stakeholders in areas such as client onboarding, standard operating procedures, implementation requirements, and L1 troubleshooting. 

• Responsible for queue management and issue routing for customer inquiries related to setup, ad policy, and implementation issues.  

• Provide L1 Troubleshooting for technical setup issues and manage escalations to internal stakeholders. 

• Maintain and update Standard Operating Procedures and FAQ documentation. 

• Own and develop process workflows for standard setup requirements and work cross-functionally to streamline and improve efficiency.  

• Participate in testing initiatives for new ad products and feature enhancements 

• Own the operational execution of self-service support and identify areas of improvement to internal teams.  

• Assist with other Ad Tech related projects and initiatives across all buying channels within CMX’s product offerings. 

Required Qualifications:

• 5+ years of digital/online media experience  

• 3+ experience in ad operations, product operations, or project management 

Preferred Qualifications:

• Retail media experience is a plus 

• Experience in managing and maintaining a ticketing system/queue 

• Experience working with DSPs (Trade Desk preferred), SSPs, and/or ad serving platforms 

• Strong internal and external communication skills 

• Experience in client solutions / support 

• Ability to thrive in, a fast-paced environment 

• Detail oriented; possessing critical thinking, analytical and highly organized 

• Strong problem-solving and troubleshooting abilities 

• Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel) 

• Effective time management skills – ability to prioritize and meet deadlines 

• A team player with an entrepreneurial spirit. 

Education:

Bachelor’s degree or equivalent (HS Diploma + 4 years of relevant experience) required.