Director of Customer Operations

InfoSum is the leading data collaboration platform providing solutions to the world’s largest enterprise to collaborate across data sources and deliver richer customer experiences that prioritise consumer privacy. Our vision is to unlock data’s limitless potential, by enabling the world’s data to be connected but never shared. As a people-first organisation, we can offer you the personal and professional flexibility needed to get the job done, to grow with us, and help challenge the status quo. If you want to work with a business that encourages collaboration, champions the idea that the sum is greater than its parts, then we want to hear from you.

About This Role

This is a truly cross-functional role that will see you work across engineering, product, and sales whilst managing a brilliant and talented team that supports our clients and internal teams. You will work with clients and by using your technical skills, coming up with real-world business solutions that drive substantial revenue and scale.

Responsibilities

• Work closely with clients and partners to solve technical challenges while aligning expectations across our teams and clients
• Work closely with Sales Engineering and Customer Success teams to establish a foundation for successful implementations with each new customer through technical and strategic onboarding processes
• Lead all the technical activities necessary to support the integration of client’s use cases with InfoSum products
• Experience navigating customer organisational structures, developing technology programs, defining milestones, success criteria, resource allocation and on-time delivery
• Identify product and process improvements and help drive efficiency
• Act as a Technical Consultant externally and internally. You will work with well-known brands, media owners, agencies and data providers
• Project manage workflows, provide technical guidance, and advocate for implementing new product features in an effort to delight your clients
• Assist with troubleshooting incidents, performance problems, and fine tuning the solutions and environments accordingly
• Quickly ramp-up on new releases, enhancements, and product functionality to ensure successful support for internal and external stakeholders
• Able to hold your own in technical conversations with our core Engineering team
• Understand client’s platform architecture & product adoption progress and assist customer operation teams to onboard customers in a smooth fashion
• Work closely with product marketing team to launch features in timely manner

Requirements

• Team management / leadership of a small team (up to 5)
• Strong customer support / technical liaison skills
• Previous experience within the Ad Tech industry and Identity Resolution solutions
• Knowledge of GDPR / CCPA / alternative data protection legislation
• Technically capable across:
  • Writing queries in SQL or similar
  • Hands-on scripting experience with JSON, Python, and RESTful APIs
  • Experience with file transfer protocols and tools, including SSH, SFTP, Cloud Storage (S3), GCP
  • Experience with web technologies, including HTTP and OAuthor
  • Knowledge across cloud-based services, including AWS, GCS, and IBM
• Experience troubleshooting software application issues and gathering evidence to provide back to the development team
• Great communication skills. Prompt response and action when needed. People rarely need to follow up with you

Benefits

You will receive a competitive salary, 8% pension contribution, 12.5% annual discretionary bonus (based on personal and company performance), private health care, 25 days annual holiday (not inclusive of bank holidays), mental health and wellbeing support, flexible working culture and the opportunity to receive share options. We have a fantastic brand new office in Basingstoke complete with a fully stocked fridge, in-house Chef for catered lunches and snacks.

For this role, we would ideally like for someone to be based locally and come into the office 2-3 times a week for team syncs and hands on management, however, if you require more flexibility, we can discuss a solution that works for everyone.