Technical Operations Manager

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

Location: Dublin (onsite)

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Who We Are:

X’s Technical Operations team serves as the primary support contact for advertisers and the global sales organization. Technical Operations Team provides escalated technical support to customers and operational support to our engineering teams and product managers. We ensure that customers have the best possible experience using X Ads and Analytics products.

As the X Ads business grows, we are expanding our team. This role will be part of our Technical Operations team Team.

What You’ll Do:

As a Technical Operations Specialist: you will be responsible for unblocking spend for X’s Performance/Measurement products, website pixels/tracking and mobile. You will partner with key stakeholders across the business to drive cross functional support for our Performance/Measurement products, and assist and client-facing prep that is needed for our internal and external stakeholders. 

You will drive and/or contribute to cross-functional projects that elevate the team’s effectiveness through improved or new tooling, processes and reporting as well as launching innovative new support channels and methods. Lastly, you’ll serve as a close partner to Client Account Managers, offering analytical insights, specialized product knowledge and technical expertise so we can drive increased adoption of our optimization best practices with key customers and agencies globally.

Who You Are:

You are passionate about technology and have a proven ability to think critically and work effectively in dynamic, collaborative environments. You relish the opportunity to play detective, diving into data to decipher trends and troubleshoot issues. You are detail-oriented and capable of quickly learning and applying technical concepts. You exhibit an enthusiastic, can-do spirit and approach your work with vigor, determination, and a growth mindset.

Responsibilities

• Respond to inquiries in a prompt, clear and helpful manner

• Provide technical troubleshooting and set up support for X performance ad products

• Partner closely with cross functional teams to support stakeholders and clients directly with troubleshooting issues 

• Manage workflows to meet and exceed defined service level agreements

• Monitor patterns and proactively surface proposals to improve quality, productivity and efficiency

• Manage initiatives effectively to meet agreed upon deadlines and achieve measurable targets 

• Write clear and helpful content to address common questions and issues

• Collect and document issues and feedback for the product management and engineering teams

• Understand the relationship between support efficacy and business performance; identify and drive new solutions to optimize

• Apply data on quality and productivity to guide daily execution and inform process innovation

Requirements

• BS or BA degree

• 4+ years of relevant professional experience

• Proficient in analytical problem-solving with advanced skills such as Excel, SQL, DevTools, BigQuery and additional technical skills is beneficial.

• Experience using online advertising tracking tools (Google Tag Manager, Google Campaign Manager, Adobe Analytics, Tealium)

• Experience with technical troubleshooting for website pixels/tracking

• Understanding of data visualization tools (Tableau, Looker, etc.) is a plus as you will be relaying technical performance campaign details to our Sales partners

• Demonstrated ability to think critically and creatively to find answers and a passion for problem-solving

• Experience working with Engineering and Product teams on digital ad product launches and/or product support

• Ability to seamlessly juggle multiple projects and responsibilities from a variety of stakeholders in a fast-paced, dynamic, and often ambiguous work environment

• Experience with JIRA and Salesforce (preferred)