Head of Product

• Jul 2023 - Present

Global Director, MediaMath Support

• Feb 2021 - Jul 2023

Responsible for the global team of technical consultants handling inbounds received by both internal and external clients, aiming for high quality, aligned service level agreement, and above-average client satisfaction. Main stakeholder to position the team between Client Sucess Organization and Tech Organization, being the voice of the client in the Engineering and Product teams to expedite troubleshooting with an in-depth investigation, process upgrades, and client impact alignment. Additional key achievements while in this role: keeping successful team spirit amidst The Great Resignation; partnering with Product and UX team for improvements on MediaMath Platforms focused on leveraging user autonomy for operations and troubleshooting; working closely to Client Services and Trading to provide exceptional support to some of key clients (both Agencies and Brands), helping them to achieve their committed results and bouncing back their confidence on the service provided; working closely to C level stakeholders to develop an upgraded service to a new joint venture in Japan (MediaMath and D.A.Consortium Japan); advocating and implementing a new initiative focused in tier 1 support partnered with an offshore company - determining both content, process, success metrics and initiating a new structure of 24x7 ongoing investigation focusing in reducing response time; advocating and implementing two unofficial internal programs focused on individual growth - a people management workshop to prepare potential candidates for that position within the team and also a cross-department program focused on leveraging skills from both potential candidates to join MM Support team and eligible MM Support members to work together with different teams, therefore leveraging engagement, learnings and career growth. Leading global accounts tiering project, determining thresholds and new support service offerings for different client tiers, having a 50% service quality improvement. Show less

Senior Manager, APAC, EMEA & LATAM, MediaMath Support

• Apr 2019 - Feb 2021

Responsible for managing 3 region-based teams: LATAM (Sao Paulo), APAC (Sydney and Singapore) and EMEA (London and Berlin) and support all technical inbounds received by internal and external clients from those regions. Key stakeholder on the merger of Platform Support and Engineering Support team in June 2020, resulting in addition of responsibilities like in-depth investigation, strong collaboration with Engineering, Product and Product Marketing teams and on-call schedule on weekends, resulting in a decrease in resolution time and number of escalations. Developed a detailed gamification-inspired framework to be used to my direct reports ir order to leverage transparency on the company's quarterly review process. As part of the Client Success Organization, managed to keep the team stimulated and focused on provide an even more assertive support during the pandemic, recognized by clients feedbacks, and closely collaborating with Sales, Client Services and Trading teams, indirectly resulting in an impressive YoY revenue growth on Q3 2020. Show less

Manager, LATAM & EMEA, MediaMath Support

• Oct 2017 - Apr 2019

Key player in the merge of Ad Operations and T1 Support teams, resulting in the new MediaMath Support team. Keeping LATAM team stimulated, challenged and determined. Providing additional daily support to EMEA team to handle the growth in demand received in that region until managing officially the team and moving to the UK in May 2018 - the second largest company regional revenue. Guiding a highly-experienced support team across company’s many different products, offerings and integrations. Leading LATAM team to be the first MediaMath Support regional one capable of meeting the new SLA standards – both response time and follow-up - followed by EMEA team 3 months after the management takeover. Leading projects capable of impact not only MediaMath global team but the company as a whole: a customer success guideline & philosophy and a new on-boarding training scheme based on a journey through digital advertisement under an advertiser point of view. Show less

Manager, Ad Operations

• May 2016 - Sep 2017

First MediaMath Ad Operations team member based overseas focused on US campaign troubleshooting demand remotely – additionally trafficking. The main player on MediaMath LATAM Ad Operations team growth (4 people in total), responsible by interviewing, hiring and training thus achieving a recognized high standard of service in this region. Narrowing the relationship with different teams providing a trustful environment, successfully meeting the company’s and team’s high expectations. Acting as the dedicated technical resource for 3 of LATAM top key clients – leading technical communication and integrations. Also, acting as a fallback of other client’s dedicated resources. Show less

Software Engineering Manager

• Jan 2014 - May 2016

Leading a highly experienced Engineering team and working directly with the company´s CEO, COO and CTO, responsible for the maintenance and new features of all solutions – including a fresh new DMP, ad server for advertisers, tag manager and operations workflow and automation - filling the roles of both product and project manager, meeting the company's high expectations and others involved in the project, apart from being the central point of contact for the implementation process with the client. Acting as Predicta’s Board Leader and strong acting on new partnerships. Show less

Software Engineering Coordinator

• Jan 2013 - Dec 2013

Leading two different software development teams (eleven people in total) and working directly with the company´s CTO, responsible for the maintenance and new features of four platforms - behavioral targeting, ad server for publisher and operations workflow and automation. Main leading of company´s first real-time bidding / ad exchange scenario’s product - filling the roles of both product and project manager, meeting the high expectations of sponsors and others involved in the project, apart from being the central point of contact for the implementation process with the client. Also main leading of a new integration between internal systems and customer platform, syncing schedules and deliverables with customer’s project leader. Show less

Project Manager / Product Analyst

• Sep 2009 - Dec 2012

Specification of Ad Server’s new features, release notes and Project management, including Maestro AD third-party Ad Server’s new version and e-commerce and overlap modules launch.Internal and external client service, third-party tags certification, troubleshooting execution, expectation management, products presentation and advanced training of other teams in the company, working together with sales and operation teams.Responsible for the development team and their tasks and for the interface with clients/other teams in the absence of the manager. Show less

Senior Support Analyst

• Sep 2008 - Sep 2009

Responsible for the start and development of Technical Support Area and its team coordination, also internal and external client service, pattern identification and definition of operating procedures, troubleshoot execution, expectation management, products presentation and advanced training of other teams in the company. The main demands were the ones related to Maestro AD third-party ad server, business intelligence tools and web analytics, working together with development, operation and sales teams. Show less

Java Developer

• Aug 2006 - Sep 2008

Developed web analytics (Atmosphere), ad servers (Maestro for Advertisers and Maestro for Publishers) and business intelligence system modules.

Java Developer

• Mar 2005 - Apr 2006

Developed Universidade Federal do Rio de Janeiro’s (SIGA Project) academic management system modules. Developed Universidade Federal do Rio de Janeiro’s (SIGA Project) academic management system modules.