Operations Supervisor

Roles & Responsibilities

• Serve as the team’s process and product expert being the point of contact of individual contributors via live chat, email, and ticketing systems ensuring quick response and resolution times.
• Call center-based customer support in response to a high volume of extremely complex inquiries.
• Troubleshoot intermediate to complex issues related to Pixel tracking and setup, events API integration, and SDK implementation for accurate conversion tracking.
• Analyze API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
• A process expert on how to write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports.
• Work with backend engineering team leaders to identify root causes of API or integration failures, providing detailed logs and error analysis.
• Manages and oversees the implementation of short-term activities within the team including supporting server-to-server (S2S) event tracking integrations and troubleshoot data mapping or payload issues.
• Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
• Ability to collaborate with peers and fellow team leads on campaign performance optimization using insights from pixel data, attribution reporting, and event diagnostics.
• Positions at this level requires being an expert in documenting integration workflows, common technical fixes, and create reusable troubleshooting guides for internal and client use.
• Team leads at this role should be familiar with the use of automation tools like Zapier or custom scripts to support integration workflows when applicable.
• Positions at this level must be able to participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical field.
• 2 – 4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
• Strong SQL expertise for data analysis, debugging, and reporting tasks.
• Proficiency with APIs, server-side event tracking, webhooks, SDK implementation.
• Experience in Ads Manager or similar platforms.
• Ability to read and debug API payloads (JSON/XML) and understand API documentation.
• High expertise on understanding of conversion tracking, attribution models, and marketing analytics.
• Excellent problem-solving and communication skills for cross-functional collaboration with clients, engineering, and product teams.