SVP – Platform Operations

What You’ll Do:

The SVP of Platform Operations is a highly visible role internally within DeepIntent and externally with clients and partners. The executive in this role is principally accountable for 5 areas of responsibility under the Platform Operations umbrella. 

1. Oversight of delivery of all media spend that is activated on the DeepIntent platform, including via managed and self-service campaigns. 
2. Active leadership in the pitching, onboarding, nurturing & growth of key partnerships, including the development of activation strategies at the intersection of programmatic and pharma; on a related note, the person in this role is also expected to shape how features of the platform get rolled out and adopted by clients. 
3. Ownership of “voice of customer”: own the process of soliciting platform and service feedback and asks from internal operations team members and clients, process and advocate to Product teams and assist Product with the related prioritization of asks  
4. Team leadership, namely the management and development of all Platform Ops personnel  
5. Ownership of all platform-related escalation processes between market-facing revenue teams and internal delivery, product and engineering teams

To perform this role effectively, this leader must operate as a trusted partner to our clients and several internal stakeholders, including Sales, Client Success, Media & Ad Tech Partnerships, Product and Engineering. The SVP of Platform Operations is responsible for maximining delivery and campaign performance within our platform, and ensuring we’re actively supporting our client platform users.  We rely on the Platform team to act as the frontline for detecting delivery issues within the platform and escalating technical/product issues to the right teams for resolution. Additionally, the team will perform self-service demos for prospective clients, provide feedback to the Product team for our DSP roadmap, and oversee the platform onboarding of new self-service clients.

Success for the SVP, Platform Operations role will be measured by meeting performance of our quarterly platform spend and margin goals. Additionally, minimizing the value of makegoods for DI campaign errors will be an important goal.

Maximize the delivery of booked revenue in the DSP through effective management of our internal and external resources:

• Campaign managers who are responsible for running all managed service campaigns on delivery of our clients.
• Platform Ops (formerly known as Technical Account Managers) managers who provide technical and operational support for clients using the platform themselves to run campaigns.
• Manage outsourced resources to assist the DI team with administrative work that should be delegated.
• Implement proper checks and balances to ensure full accuracy of campaign setups or mid-flight campaign optimizations.
• Proactively communicate campaign delivery risks with the CS and sales team so they can communicate with our clients as appropriate.

Onboarding of New Platform Clients and Providing Feedback to Product:

• Perform platform demos to prospective self-service clients
• Oversee the onboarding of new self-service clients
• Provide feedback about the user experience to the product team as an input to our DSP roadmap

Leadership and Talent Development of the Platform Operations Team:

• Coach and mentor your direct reports and other members of the team.  Monitor employee performance and develop a plan of action when team members are not performing up to our expectations.
• Set clear goals and expectations for the team; establish clear lines of communication and accountability.

Efficient Troubleshooting and Escalation of Platform Issues:

• Accountable for the effectiveness of our platform support process, confirming that technical/platform issues are quickly identified, ticketed and escalated to the right technical resources (product, engineering, etc.)
• Proactively notify other teams (sales, client success, etc) when a platform issue can adversely impact campaign delivery and/or negatively affect our relationship with clients; create a plan of action with key stakeholders to resolve platform issues and recommend follow up actions to make a client whole.

DeepIntent is proud to offer a competitive compensation package inclusive of a base salary range of $250,000 -$285,000. The base salary range takes into consideration each candidate’s skills, experience and qualifications. In addition, we offer an quarterly bonus plan and competitive benefits as well as many other company offerings.