Lead, Client Delivery

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Serve as an operational leader, providing support to local channel partners and advertising partners through tools, assistance, thought leadership, and program management.

• Evaluate workload, set daily objectives, and communicate team status updates to ensure targets and service level agreements (SLAs) are achieved.

• Facilitate efficient workflows and enhance team performance across both US and global teams.

• Monitor and report metrics against departmental benchmarks, developing action plans as needed.

• Acquire in-depth knowledge of assigned programs and act as the daily decision-maker for team and program operations.

• Oversee the implementation of special projects.

• Assist with data loads and manage payment processes.

• Engage with clients and customers through phone, chat, and email; identify marketing requirements and independently resolve escalations.

• Keep accurate profiles and communication records, providing proactive reporting.

• Guide customers and advertising partners in creating and submitting content that enhances their brand.

• Address helpdesk escalations, mentor the team, and appropriately route tickets.

• Take ownership of monthly release testing and quality assurance for enhancements.

• Establish and uphold quality control processes for websites and reporting.

• Communicate program progress and performance metrics to stakeholders.

• Assist in monthly, quarterly, and annual reporting, including analysis, insights, and recommendations.

• Lead operational services for channel partner marketing.

• Manage program websites and tools.

• Collaborate with internal teams and key vendor partners associated with the program.

• Work alongside the team and engage in brainstorming sessions.

• Maintain standard operating procedures, clarification and exception trackers, and training documentation related to accounts.

• Adapt job responsibilities as necessary.

⛳️ Requirements

• Bachelor's degree in business, communications, marketing, journalism, or a related discipline.

• Two years of experience in an agency or a similar environment.

• At least six months of formal or informal leadership experience.

• Demonstrated technical proficiency in Microsoft Word, Excel, Outlook, and social publishing platforms.

• Knowledge of multimedia digital tools.

• Awareness of industry trends and a strong interest in technological advancements.

• Excellent mathematical, written and verbal communication, problem-solving, and multitasking skills.

• Capacity to organize tasks, manage multiple responsibilities, and meet deadlines.

• Outstanding client and customer service abilities.

• Comfortable in conflict resolution.

• A natural curiosity and a strong desire to learn.

• Preferred experience in remote work and a proven ability to work independently.

🏝️ Benefits

• Remote work arrangement