Subject Matter Expert, Signals - MPO

Minimum Qualification(s):

- Prior experience in vendor/BPO operations, quality assurance, or training within a support operations environment

- Analytical experience identifying root causes and translating findings into actionable process or SOP improvements

- Proficient in developing and delivering training content, including onboarding and refresher programs

- Experience owning or maintaining SOPs/knowledge management content in a structured, source-of-truth format

- Strong analytical skills with proficiency in data tools (e.g. Excel)

- Experience communicating with both vendor-facing and cross-functional/internal audiences

- Strong oral and written communication skills

Preferred Qualification(s):

- Familiarity with AI-assisted or automated support tools (data labeling, quality evaluation, or feedback loops) a plus

Job description

About the team

The 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.

Responsibilities

- Run targeted training for Vendor agents on recurring issue types, priority workflows, and quality expectations, including onboarding and refresher courses

- Conduct case reviews and deep dives into repeated escalations, low-quality resolutions, and unclear handoffs to isolate process, SOP, training, or tooling gaps

- Track common failure patterns by category and convert findings into clear improvement asks for GTPS, PMM, or Vendor operations

- Prioritise gaps that directly affect launch readiness, onboarding quality, partner trust, or resolution speed

- Own online SOPs as the single source of truth for Vendor handling, SME review, and escalation decisions, keeping them updated with process changes, edge cases, required evidence, and escalation boundaries

- Remove outdated or conflicting guidance so Vendor agents do not rely on offline knowledge or inconsistent local practices

- Label historical and new cases by issue type, correct resolution path, escalation trigger, and ideal response quality to support AI TPS training data

- Prioritise labeling for high-volume routine tickets and categories where AI TPS can safely automate once quality gates are met, flagging ambiguous cases for human handling

- Review AI TPS outputs for accuracy, completeness, tone, policy alignment, and correct SOP usage

- Compare AI recommendations against best-agent human handling to identify where AI is ready for autonomy versus where it still needs guardrails

- Define quality thresholds for routine closure, escalation, and human review

- Provide structured feedback to AI TPS teams on wrong categories, weak reasoning, missing SOP coverage, poor escalation decisions, and unclear partner guidance

- Convert repeated AI errors into SOP updates, new examples, evaluation cases, or revised automation boundaries

- Use Vendor and SME observations to continuously improve the AI bot and the human escalation model

Qualifications

Minimum Qualification(s):

- Prior experience in vendor/BPO operations, quality assurance, or training within a support operations environment

- Analytical experience identifying root causes and translating findings into actionable process or SOP improvements

- Proficient in developing and delivering training content, including onboarding and refresher programs

- Experience owning or maintaining SOPs/knowledge management content in a structured, source-of-truth format

- Strong analytical skills with proficiency in data tools (e.g. Excel)

- Experience communicating with both vendor-facing and cross-functional/internal audiences

- Strong oral and written communication skills

Preferred Qualification(s):

- Familiarity with AI-assisted or automated support tools (data labeling, quality evaluation, or feedback loops) a plus