Subject Matter Expert, Signals - MPO

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decisions, keeping them updated with process changes, edge cases, required evidence, and escalation boundaries - Remove outdated or conflicting guidance so Vendor agents do not rely on offline knowledge or inconsistent local practices - Label historical and new cases by issue type,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

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