Job Description

About the team

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.

The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.

Responsibilities

AI Automation & Product Quality

- Drive the Billing & Payment domain toward 80% automated reply coverage — Creating automated response, identifying gaps in current automation, defining the scope for AI-handled interactions, and working with product and AI teams to close the delta

- Review and improve AI-generated automated replies for accuracy, tone, and resolution quality across Billing & Payment and TTO domains

- Collaborate with AI and product teams to refine response logic, escalation triggers, and automation coverage based on domain expertise

- Track automated reply performance against quality benchmarks and drive continuous improvement

- Conduct quality assessments using established frameworks; maintain oversight of QA metrics and identify trends across agent and AI-handled interactions

- Gather insights from internal teams, vendor feedback, and customer signals; feed into Product VOC loops and convert into execution-focused plans

Vendor Performance, Training & Operations

- Design and deliver vendor training covering onboarding, refreshers, and AI tool adoption; monitor Online SOP adoption rates and close compliance gaps

- Analyze vendor CSAT and quality scores; translate findings into targeted coaching plans and measurable improvement mechanisms

- Run calibration sessions to align vendors on ticket handling standards, SLA adherence, and AI-assisted workflows

- Monitor vendor SLA performance across key metrics; flag risks early and partner with vendor managers to course-correct

- Own knowledge content and Online SOPs in the in-house KM tool, ensuring they are current, standardized, and consistently adopted across vendor sites

- Lead business reviews with vendor team leaders and cross-functional stakeholders to drive strategy, track progress, and hold sites accountable to quality targets