Product Specialist, SME (Billing, Payment & TTO)

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 AI Automation & Product Quality

• Drive the Billing & Payment domain toward 80% automated reply coverage — Creating automated response, identifying gaps in current automation, defining the scope for AI-handled interactions, and working with product and AI teams to close the delta
• Review and improve AI-generated automated replies for accuracy, tone, and resolution quality across Billing & Payment and TTO domains
• Collaborate with AI and product teams to refine response logic, escalation triggers, and automation coverage based on domain expertise
• Track automated reply performance against quality benchmarks and drive continuous improvement
• Conduct quality assessments using established frameworks; maintain oversight of QA metrics and identify trends across agent and AI-handled interactions
• Gather insights from internal teams, vendor feedback, and customer signals; feed into Product VOC loops and convert into execution-focused plans Vendor Performance, Training & Operations
• Design and deliver vendor training covering onboarding, refreshers, and AI tool adoption; monitor Online SOP adoption rates and close compliance gaps
• Analyze vendor CSAT and quality scores; translate findings into targeted coaching plans and measurable improvement mechanisms
• Run calibration sessions to align vendors on ticket handling standards, SLA adherence, and AI-assisted workflows
• Monitor vendor SLA performance across key metrics; flag risks early and partner with vendor managers to course-correct
• Own knowledge content and Online SOPs in the in-house KM tool, ensuring they are current, standardized, and consistently adopted across vendor sites
• Lead business reviews with vendor team leaders and cross-functional stakeholders to drive strategy, track progress, and hold sites accountable to quality targets

Minimum Qualification(s):

• A minimum of 4+ years' experience in the ad tech industry
• Analytical experience solving problems using data and providing actionable business insights
• Proficient in delivering product training
• Proficient in data analytics tools (e.g. Excel)
• Knowledge in visualization tools (e.g. Tableau/Power BI)
• Experience resolving and communicating about issues with both technical and non-technical audiences
• Strong oral and written communication skills