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Director, Client Services Strategy & Operations



Customer Service, Operations
United States
Posted on Thursday, May 30, 2024
StackAdapt is a self-serve advertising platform that specializes in multi-channel solutions including native, display, video, connected TV, audio, in-game, and digital out-of-home ads. We empower hundreds of digitally-focused companies to deliver outcomes and exceptional campaign performance everyday. StackAdapt was founded with a vision to be more than an advertising platform, it’s a hub of innovation, imagination and creativity.
The Commercial Strategy & Operations team is crucial in maximizing revenue and driving business growth. Our main objective is to align and optimize revenue-generating functions to improve performance and profitability. We achieve this goal by streamlining processes, enhancing data accuracy, and facilitating cross-org collaboration..
Reporting into the VP, Commercial Strategy & Operations, you will be the right-hand to the SVP, Global Client Services and will be responsible for maximizing revenue throughput, increasing retention, championing service excellence, standardizing and implementing operational best practices, and providing measurable insights that accelerate Client Services performance.
The Director, Client Services Strategy and Operations will define and manage an effective rhythm of the business, develop plans for strategic initiatives (i.e. service packaging, pricing, customer health scorecards, feature adoption), and drive alignment across teams to achieve annual operating objectives. You will play a pivotal role in building the culture, camaraderie, and momentum of the team and be considered a strategic advisor to the Revenue Leadership Team.
StackAdapt is a Remote First company, we are open to candidates located anywhere in the US or Canada for this position.

What you’ll be doing:

  • Design annual client services operating priorities and company OKR alignment across all Client Services teams/departments
  • Lead the design, implementation and optimization of capacity planning and resource allocation
  • Support in the management of department-level P&L and expense tracking
  • Project manage and lead servicing strategy across revenue operations, sales, products, engineering, finance, etc. spanning beyond the scope of the group, requiring cross-company collaboration
  • Partner with leadership to design organizational blueprints that maximize org efficacy, support key organizational budgets (OPEX) and manage existing and future HC needs
  • Maintain the governance (Rhythm of the Business) structure across the Client Services organization (Steering Committees, Monthly Reviews, Leadership Offsites, All Hands, Operational Reviews, Team Scorecards, financial plans, etc.)
  • Develop and implement a system for tracking and reporting on the progress of the strategic plan implementation

What you’ll bring to the table:

  • 10+ years experience in Strategy & Operations, Product, Sales, Program Management, or strategic focused roles; Experience with Professional Services strategy and operations preferred
  • BA/BS in fields such as Business, Economics, Math/Science; or equivalent professional experience
  • Proven analytical abilities demonstrated through academic achievement or work experience
  • Operationally savvy, organized, and flexible, while keeping the operational processes running on time
  • Leads with empathy and fosters the development of your sales strategy & operations team
  • Expert at building relationships and providing recommendations for improvement of a business function
  • Skilled communicator with the ability to communicate complex ideas to senior leaders in a simplistic manner

StackAdapters Enjoy

  • Highly competitive salary
  • RRSP/401K matching
  • 3 weeks vacation + 3 personal care days + 1 Culture & Belief day + birthdays off
  • Access to a comprehensive mental health care platform
  • Full benefits from day one of employment
  • Work from home reimbursements
  • Optional global WeWork membership for those who want a change from their home office
  • Robust training and onboarding program
  • Coverage and support of personal development initiatives (conferences, courses, etc)
  • Access to StackAdapt programmatic courses and certifications to support continuous learning
  • An awesome parental leave policy
  • A friendly, welcoming, and supportive culture
  • Our social and team events!
StackAdapt is a diverse and inclusive team of collaborative, hardworking individuals trying to make a dent in the universe. No matter who you are, where you are from, who you love, follow in faith, disability (or superpower) status, ethnicity, or the gender you identify with (if you’re comfortable, let us know your pronouns), you are welcome at StackAdapt. If you have any requests or requirements to support you throughout any part of the interview process, please let our Talent team know.
About StackAdapt
We've been recognized for our diverse and supportive workplace, high performing campaigns, award-winning customer service, and innovation. We've been awarded:
2024 Best Workplaces for Women and in Canada by Great Place to Work®