Job Description

ResponsibilitiesAbout the teamThe 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.ResponsibilitiesAI Automation & Product QualityDrive 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 deltaReview and improve AI-generated automated replies for accuracy, tone, and resolution quality across Billing & Payment and TTO domainsCollaborate with AI and product teams to refine response logic, escalation triggers, and automation coverage based on domain expertiseTrack automated reply performance against quality benchmarks and drive continuous improvementConduct quality assessments using established frameworks; maintain oversight of QA metrics and identify trends across agent and AI-handled interactionsGather insights from internal teams, vendor feedback, and customer signals; feed into Product VOC loops and convert into execution-focused plansVendor Performance, Training & OperationsDesign and deliver vendor training covering onboarding, refreshers, and AI tool adoption; monitor Online SOP adoption rates and close compliance gapsAnalyze vendor CSAT and quality scores; translate findings into targeted coaching plans and measurable improvement mechanismsRun calibration sessions to align vendors on ticket handling standards, SLA adherence, and AI-assisted workflowsMonitor vendor SLA performance across key metrics; flag risks early and partner with vendor managers to course-correctOwn knowledge content and Online SOPs in the in-house KM tool, ensuring they are current, standardized, and consistently adopted across vendor sitesLead business reviews with vendor team leaders and cross-functional stakeholders to drive strategy, track progress, and hold sites accountable to quality targets