Support Delivery Lead, Ads

Details

The Ads Support Delivery team helps operate and grow the Ads product through technical guidance, troubleshooting complex delivery and monetization issues, and close collaboration with Product, Engineering, Trust & Safety, and Go-To-Market teams. The team combines human support with automation, self-service, and AI-enabled workflows to deliver a high-quality customer experience at scale.

Responsibilities

• Lead and support a team of Ads support engineers, providing the tools, clarity, and coaching needed to operate in a technically complex domain.
• Set expectations and operating standards, run recurring performance reviews, and create development plans that build ad technology fluency and customer-facing excellence.
• Design and continuously improve support coverage for ad buyers, including campaign setup, delivery, billing, measurement, policy navigation, monetization, and integrations.
• Serve as a bridge between Support Delivery, Engineering, Product, and Go-To-Market teams.
• Drive alignment on priorities, escalation paths, launch readiness, tooling improvements, and mechanisms to reduce recurring customer pain points.
• Partner with Engineering to resolve complex customer issues and generate insights for product development and Go-To-Market strategies.
• Handle escalated customer and partner engagements professionally.
• Develop strategies to improve the efficiency, scalability, and growth of the User Operations team.
• Partner with Product and Engineering on Ads launches and changes to ensure support readiness through playbooks, known issues, tooling, and training.
• Identify rollout risks and ensure support feedback loops influence product decisions.

Requirements

• 10+ years of leadership experience in Support Delivery, Customer Operations, Ads Operations, or similar environments, including direct people management.
• Experience supporting advertising products and workflows, with a demonstrated understanding of advertiser needs.
• Strong cross-functional leadership skills and a track record of influencing Product and Engineering roadmaps using customer impact, operational data, and clear prioritization.
• Ability to define, implement, and manage operational and business KPIs; comfort building reporting mechanisms and running metrics-driven operating cadences.
• Strong project and program management skills, including the ability to drive complex initiatives across time zones and stakeholder groups.
• An automation-first approach, with experience applying AI, tooling, and systems thinking to design and implement processes that scale support impact.

Work Arrangement

This role is based in San Francisco, California, with a hybrid work model requiring three days in the office per week. Relocation assistance is offered to new employees.

Benefits

• Equity, performance-related bonuses for eligible employees, and a base salary of $234,000–$260,000 per year.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax Flexible Spending Accounts, dependent care, and commuter accounts.
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave.
• Paid time off, company holidays, office closures, and paid sick or safe time as required by law.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily office meals and eligible meal delivery credits.
• Relocation support for eligible employees.
• Additional taxable fringe benefits, including charitable donation matching and wellness stipends.