Experience

Tapjoy (Acquired by ironSource)

• United States
• Mobile Gaming Apps
• 1 - 100 Employee

• Sr. Manager, Trust & Safety Operations

  • Jan 2022 - Present

  - Determined priorities and set policies for internal company processes- Managed action plans to respond to compliance violations- Improved company platform quality policies and standards to outline ethical and efficient procedures- Get buy-in and rollout compliance process to sales/commercial teams- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity- Developed short-term goals and long-term strategic plans to improve risk control and mitigation- Performed risk analyses and report results to engineering- Improved discrepancy and risk processes to ensure quicker turn around time and advertiser satisfaction- Worked with product/engineering to identify potential solutions to risk/fraud related issues

• Sr. Manager Ad Operations, Trust & Safety

  • Jan 2021 - Mar 2022

  - Managed US based team of digital ad traffickers to successfully run ad campaigns - Collaborated with sales management to maintain positive relationships between AdOps and Sales - Served as an internal point of contact to respond to unique, complex, time-sensitive issues - Engaged with cross functional risk management team, collaborating on implementation of new strategies- Main point of contact for the cross functional platform quality team- Lead platform quality initiatives including process rollouts, documentation and process enforcement

• Sr. Manager, Ad Operations

  • Jan 2018 - Dec 2020

  - Managed US based team of digital ad traffickers to successfully run ad campaigns- Collaborated with sales management to maintain positive relationships between AdOps and Sales- Designed and managed multiple internal processes, documentation, and trainings- Served as an internal point of contact to respond to unique, complex, time-sensitive issues- Identifying root cause for campaign success, refining process & product enhancement and development as needed- Expert in CPA tracking, including first and third party pixel tracking - Investigated discrepancy and risk cases to check validity and recommend to minimize risk- Engaged with cross functional risk management team, collaborating on implementation of new strategies

• Manager, Ad Operations

  • Jan 2015 - Dec 2017

  - Managed a team of digital ad traffickers to successfully run ad campaigns- Served as an internal point of contact to respond to unique, complex, time-sensitive issues- Created reports to monitor operation efficiency and developed SLAs- Trained new and existing personnel on ad operational global processes and policies- Collaborated with the sales team and management to maintain positive relationships between Ad Ops and Sales- Escalated internal, client and platform issues to product/engineering and help identify creative solutions- Designed and managed internal processes, documentation, and trainings- Subject matter expert in CPA tracking, including first and third party pixel tracking

• Ad Operations Manager

  • Jul 2013 - Dec 2014

  - Set up campaigns efficiently and accurately to ensure implementation according to schedule- Analyzed performance of various campaigns- Reviewed performance of campaign to ensure delivery- Coordinated with sales team and recommended modification to campaigns if required- Assisted leadership in providing feedback for any operational inefficiency- Established and maintained positive relationships with sales department and clients- Learned about mobile marketing partner tracking and CPA (cost per action) tracking- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.- Identified issues, analyzed information and provided solutions to problems

• Customer Service Representative

  • Apr 2012 - Jun 2013

  - Worked with outsourcing team and handled escalations- Assisted in organizing and overseeing assignments- Established team priorities and monitored performance- Responded to customers via email using the company ticketing system- Investigated and resolved customer inquiries and complaints quickly- Provided sales team with feedback to better understand customer needs and recommend changes to creatives- Cross-functional collaboration with sales, product, engineering, finance and other teams to ensure gaps in customer service are closed and problems and issues are resolved

• Customer Service Contractor

  • Sep 2008 - Apr 2012

  - Responded to customers via email using the company ticketing system- Exceeded KPIs and SLAs set for email responses- Provided phone support- Offered advice and assistance to customers, paying attention to their needs