Supervisor, Social Ads & SEM

Responsibilities:

• Team & Performance Management
  • Team Leadership: Directly manage and coach a team of SEM Analysts and Social Ads Analysts, setting clear expectations and providing regular 1:1 feedback.
  • Performance Monitoring: Track team and individual performance against AHT, SLA, quality, resource utilization, and productivity targets; drive corrective action where targets are missed.
  • Capacity & Scheduling: Plan daily/weekly workload distribution across both pods, manage shift coverage, and monitor attendance, leave, and resource utilization.
  • Calibration & Coaching: Run regular calibration sessions and quality reviews with analysts to align on quality standards and reduce rework.
  • Onboarding & Training: Lead onboarding, training, and cross-training of new and existing analysts, including cross-skilling between SEM and Social Ads where needed to manage backlog.
• Delivery & Quality Oversight
  • SLA Governance: Own SLA performance across both SEM and Social Ads workstreams; investigate and document root causes for SLA misses (e.g., platform issues, tracker errors, scope complexity) and drive process fixes.
  • Quality Assurance: Conduct or oversee quality audits on campaign builds, optimizations, and change requests across Google Ads and Meta Ads; ensure audit checklists are current and consistently applied.
  • Escalation Management: Serve as the first point of escalation for ambiguous client requirements, platform outages/bugs, and tooling issues (e.g., Salesforce tracker, SLA tracker); escalate further to Operations Manager or client stakeholders as needed.
  • Process Improvement: Identify and implement process improvements, SOP updates, and automation opportunities to improve throughput, quality, and resource utilization across both pods.
• Reporting & Stakeholder Management
  • Performance Reporting: Prepare and present weekly/monthly performance summaries (SLA pass rate, quality, productivity, resource utilization, backlog) for SEM and Social Ads to internal leadership and client stakeholders.
  • Client Communication: Represent both teams in client weekly operations reviews; respond to client queries on campaign status, delays, and change requests.
  • Action Log Ownership: Maintain and drive closure of open action items and proposals (e.g., SLA target proposals, tool access requests) raised with the client or internal leadership.
  • Cross-Functional Coordination: Coordinate with adjacent teams (e.g., SEO, Web Development, Profile Fulfillment) on shared client priorities and dependencies.