Job Description

Overview

The Ads Operations Team Lead is responsible for leading a team of Ads Operations Specialists supporting global advertising campaign workflows across multiple client verticals. The role is accountable for operational delivery, 
SLA performance, quality governance, workforce planning, stakeholder engagement, employee development, and continuous improvement. The Team Lead serves as the primary point of contact for operational escalations and provides day-to-day leadership, coaching, and delivery oversight in a fast-paced, shift-based global environment.

Roles and Responsibilities:

Operational Delivery Management

• Lead daily operations and ensure successful execution of advertising campaign workflows across assigned books of business.

• Monitor queue health, workload distribution, backlog movement, and operational risks to ensure SLA adherence.

• Drive productivity, utilization, and operational efficiency across the team.

• Ensure seamless handoffs between regions, shifts, and support locations.

• Coordinate workload balancing during peak periods, business fluctuations, public holidays, and staffing gaps.

• Support business continuity planning and execution to maintain operational stability.

SLA, Productivity and Performance Management

• Own team-level SLA, TAT, backlog, productivity, and utilization performance.

• Monitor operational metrics and proactively identify delivery risks or performance gaps.

• Implement corrective actions and recovery plans when performance targets are at risk.

• Drive operational discipline through regular performance reviews, business updates, and governance routines.

• Ensure team adherence to agreed workflows, prioritization rules, and operational procedures.

Quality and Compliance Governance

• Drive a culture of quality, accuracy, process discipline, and operational excellence.

• Conduct quality reviews, identify recurring trends, and assess root causes for defects or rework.

• Ensure adherence to workflow documentation, SOPs, quality frameworks, and policy requirements.

• Lead quality improvement actions to reduce defects, minimize rework, and improve consistency.

• Partner with Quality, Training, and Operations stakeholders to address capability and process gaps.

People Leadership and Development

• Lead, coach, and develop a team of Ads Operations Specialists.

• Conduct regular 1:1 sessions, career conversations, performance check-ins, and development discussions.

• Support employee growth through mentoring, feedback, capability planning, and stretch opportunities.

• Drive employee engagement, team morale, accountability, and a positive team culture.

• Manage attendance, scheduling, leave planning, shift readiness, and day-to-day workforce coverage.

• Partner with HR on talent management, employee relations, performance improvement, and organizational 
  initiatives.

• Support onboarding and integration of new joiners, including nesting, shadowing, and readiness tracking.

Client and Stakeholder Management

• Act as the primary operational point of contact for internal and external stakeholders.

• Participate in operational reviews, governance forums, demand discussions, and business updates.

• Manage stakeholder expectations and communicate risks without overcommitting or misrepresenting delivery positions.

• Drive alignment across Operations, Quality, Training, Workforce Management, and Client Services teams.

Escalation and Incident Management

• Act as the first-level escalation point for operational, process, workflow, and delivery issues.

• Lead incident management activities and coordinate cross-functional resolution efforts.

• Conduct root cause analysis and ensure preventative actions are implemented and tracked.

• Escalate critical business risks appropriately and maintain timely stakeholder communication.

Workforce Planning and Coverage Management

• Support forecasting, capacity planning, and staffing readiness activities.

• Ensure adequate shift coverage and resource allocation across supported markets and business segments.

• Manage coverage risks related to leave, holidays, attrition, training, and business demand changes.

• Coordinate cross-training initiatives to strengthen operational resilience and reduce key-person dependencies.

Continuous Improvement and Transformation

• Identify process improvement opportunities through operational analysis, defect trends, team feedback, and stakeholder inputs.

• Lead implementation of operational excellence, simplification, and automation initiatives where applicable.

• Foster a culture of innovation, continuous improvement, and continuous learning.

Job Requirements