CE Platform Manager

Mediaocean is powering the future of the advertising ecosystem with technology that empowers brands and agencies to deliver impactful omnichannel marketing experiences. With over $200 billion in annualized ad spend running through its software products, Mediaocean deploys AI and automation to optimize investments and outcomes. The company's advertising infrastructure and ad tech tools are used by more than 100,000 people across the globe. Mediaocean owns and operates Prisma, the industry's trusted system of record for media management and finance, Flashtalking, the world's largest independent ad server and creative personalization platform, as well as Protected, the MRC-accredited ad verification solution for brand safety and fraud detection. Visit www.mediaocean.com for more information. 

What You Will Do:

The Platform Manager plays a key role in ensuring exceptional customer satisfaction by overseeing top-tier service across Mediaocean’s extensive suite of applications. This position requires close collaboration with the team and Customer Engagement leadership to effectively manage escalations, implement processes, and achieve departmental objectives. As a Manager, a proactive mindset, adaptability, and the ability to shift priorities quickly are essential for exceeding both departmental and company goals.

Responsibilities will include:

• You will be responsible for the overall planning, organizing, and execution of all the team’s daily functions, with significant contribution to processes

• Manage team of Platform Specialists, providing guidance and feedback, and monitoring and evaluating individual performance

• Ensure Platform Specialists are well trained in new features and prepared to address customer inquiries and issues related to product updates

• Work closely with department senior leadership to establish and uphold standard operating procedures

• Oversee customer inquiries through various channels, including chat, web portal, email and escalate to development as needed

• You will partner with cross functional teams to ensure a standard of operational excellence in how we service our customers

• Identify recurring customer issues and collaborate cross functionally to find long term solutions

• Act as an escalation point with customers for complex or high priority support issues

• Build relationships with key customer contacts

• Collaborate with internal teams to complete customer-related projects

• Utilizing data and analytics, gather and prioritize Key Performance Indicators and report to upper management

• Develop strategies for managing high-volume periods, ensuring appropriate resources are allocated

• Comply with Mediaocean Global Support Policy; effectively set customer expectations relating to support and performance

Who You Are:

• 4+ years’ experience in the advertising/media industry; experience with agency systems or related software preferred 

• Experience as an application expert and a leader for troubleshooting techniques

• Proven ability to troubleshoot, problem solve, and manage customer expectations

• Strong leadership skills with the ability to collaborate; capable of engaging, Product Development, and all relevant Mediaocean departments on sensitive and high-level customer issues

• Articulate and clear communication style, both written and verbally, with the ability to provide consultation to partners and customers while managing expectations

• Demonstrated ability to problem-solve, manage customer expectations and deliver on-time with accuracy

• Demonstrated ability to communicate effectively with senior leadership

• Possess a can-do attitude, an entrepreneurial spirit and a balanced approach to the daily challenges of project work

• Excellent time management, organization and prioritization skills, ability to manage multiple, competing priorities

• Sense of energy and pride in your personal performance

• Experience with Mediaocean applications

• Proficiency in Microsoft Office suite

• Business writing sample required

Why Mediaocean?

• Work-Life Balance: Open Paid Time Off (PTO), Flexible schedule, Company holidays, 12 weeks of paid parental leave (after 6 months of employment)

• Total Rewards: Competitive salary, Full benefits package starting on your first day, Referral bonuses, Recognition awards, 401(k) with company match, Company HSA contribution up to $2,400

• Comprehensive Benefits: Medical/Dental/Vision/Pharmacy, Health Savings Account (HSA)/Flexible Spending Account (FSA), Mental health support, Life & Disability insurance, Family planning & fertility benefits, Pet insurance, Legal & ID theft protection, Retirement planning, Medicare assistance, Employee Assistance Program (EAP), Professional training/Tuition reimbursement

• Wellness Focus: Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in companywide health challenges with prizes

• Award-Winning Company Culture: Professional development with a dedicated Talent Development team, Employee Resource Groups (ERGs), Philanthropy & awareness programs, Mentorship programs, In-office and virtual events & celebrations, Various volunteer & donation opportunities, Innovative and collaborative work environment

The budget for this role is between $90,000 and $100,000, depending on experience and qualifications.

Open to fully remote candidates - preferably located in central or eastern time zone

We would hate to miss out on your application because you do not meet every requirement – transferrable skills and education will also be considered, so please do not hesitate to apply! 

Mediaocean recognizes our true strength and value shine when all our team members feel there is space in the conversation for their voices, thoughts, ideas, perspectives, and concerns. Mediaocean is committed to being an equal opportunity employer, and we consider all applicants regardless of their age, race, color, gender, sexual orientation, ethnicity, religion, national origin, disability, or veteran status.