Job Description

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

Workforce Management (50%)

- Translate volume forecast outputs (seasonality, product changes, campaign impacts) into concrete staffing strategy adjustments; use forward-looking numbers to proactively shift scheduling, headcount mix, or site allocation before issues materialise

- Monitor real-time adherence and intraday staffing; flag and resolve shrinkage or occupancy deviations promptly

- Partner with vendor WFM teams to optimise shift structures, interval staffing, and break schedules

- Track and report on key WFM metrics including SLA attainment, occupancy, utilisation, AHT, and shrinkage

- Identify and escalate systemic staffing risks and propose mitigation plans

- Support headcount modelling for new initiatives, product launches, or site expansions

Vendor Management (50%)

- Serve as the primary operational point of contact for assigned vendor sites (Concentrix and TP)

- Conduct regular business reviews (weekly/monthly) with vendor operations leads, tracking performance against contractual KPIs

- Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes

- Manage vendor onboarding for new batches, including coordination of training schedules, tooling access, and readiness checkpoints

- Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors

- Support contract and SOW management activities; flag risks related to billing accuracy, SLA credits, or scope changes

- Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements