Program Manager - HTML, Digital Ads, Web Design

Do you want to use your client service, technology and business experience to manage early-adopter small publisher
clients? To inform the early evolution of the publisher application and help support a high-performance business that
will have a lasting impact to our client's advertising business? Are you passionate about being a part of the next
revolution in online advertising and working with other smart people to solve challenging problems and create new value
in the Digital Advertising industry? If so, this group may have the perfect opportunity for you!

Our Client is looking for a highly motivated Publisher Support Program Manager to help launch a world class Service and
Support team, focused on meeting the emerging needs of their small Publishers. In this role you will work closely with
the Manager of Publisher Service and Support Operations, the Publisher Service Specialist and an 'incubation team' of
shared service experts to design and deliver the service & support models for the FY09 Beta and for the scaled Publisher
business. You will also play a key role in defining and iterating process, procedure and workflows. You will act as the
primary front-line service contact to small Publishers, as the Voice of the Customer in collecting, communicating and
providing context around the customer experience to team management and as partner in day-to-day learning and iteration
of processes with editorial, fraud and billing professionals.


You will leverage your background in web design to effectively problem solve with customers and to effectively
communicate issues with Dev and you will use your client service experience to manage Publishers through the use of and
feedback on an early version publisher focused application with the goal to create advocates, build inventory volume and
engage in a meaningful way in the small Publisher business.


Key Responsibilities:


Provide outstanding customer service and support to small website Publishers.

Work with Publisher customers to on-board and use PubCenter including: initial setup of accounts, education aimed at
self-management, payment troubleshooting and feedback solicitation.

Deliver on SLAs for support activities.

Leverage expert knowledge and understanding of all internal systems required to respond to general and specialized
client requests; including billing inquiries, fraud inquiries, relevancy issues, etc.

Provide product feedback and drive feature request prioritization for support tools to Dev partners.

Contribute to development and iteration of standardized support processes for this publishing center in partnership
with Dev and Ad Support.

Maintain and update proficiencies in the online publisher space and digital advertising space.

Please email your resume to Volt at: jlord@volt.com and it will be expedited to the Recruiter assigned to this
position, to readily discuss this job with you!

Please reference the following in your subject line to ensure it gets routed to the correct Recruiter on your behalf:
300269-6925-12-227122 - Program Manager - HTML, Digital Ads, Web Design

Experience: Required Skills for this Client facing HTML Program Manager includes the following:

B.A. or B.S. degree or equivalent work experience with a focus on Technology or Business Administration

4+ years working in a customer service organization

4+ years digital advertising experience preferred

2+ years of experience working with online publishers preferred

Paid inclusion and/or natural search experience is a plus, but not directly relevant

3 + years web design / HTML experience is Key!!!

2 + years API experience as a Developer, service or support preferred

Demonstrated ability to quickly ramp and educate others on new applications

Experience evaluating or deploying competitor offerings is desirable

Proven ability to:

Multitask and work under pressure

Understand customer needs and translate into solutions

Build ongoing relationships across multiple stakeholder groups

Balance operational and client responsibilities

Strong written and verbal communication skills, including presentation, negotiation abilities or experience

Proven track record of exceptional performance, high productivity and meeting deadlines

Strong quantitative and analytical experience, including advanced Excel skills

This job description details the general nature and level of work performed by employees within this position. It is
not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and
qualifications required of employees assigned to this job.

Volt is an Equal Opportunity Employer and is dedicated to fostering diversity in the workplace.