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About the Role
This role leads the client escalation program for DoubleVerify's classification results, focusing on improving client satisfaction and response speed. It's a high-autonomy program leadership position requiring deep knowledge of the advertising ecosystem and operational discipline, without direct people management responsibilities.
Responsibilities
- Own the escalation program end to end including intake, triage, severity assignment, and routing to partners in Tech, Policy, and Product.
- Set and defend the SLA framework, defining and publishing response targets, tracking compliance, and reporting breaches with root causes.
- Own satisfaction with escalation outcomes by building CSAT measurement, running follow-up loops, and reporting trends with drivers and action item ETAs.
- Automate recurring customer resolutions by identifying repeat request types and building workflows and agents to close them with minimal human intervention, quantifying the impact.
- Serve as the single named point of accountability for commercial partners on escalations, running recurring customer ticket reviews and partner business reviews.
- Produce repeatable client-facing language for decisions in partnership with Product, Engineering, and Policy & Global Affairs to increase autonomy.
- Build and maintain a consolidated view of escalations across all intake channels and products for leadership and commercial teams.
- Separate one-off errors from systemic gaps, and partner with accountable teams to build mechanisms or tech that close the most impactful misses.
- Own the escalation intake standard and train partner teams to reduce tickets stalling due to missing or incorrect information.
- Maintain program documentation including the severity framework, routing paths, published SLA commitments, response templates, and the escalation SOP.
Requirements
- 6+ years in program management, product operations, client services, or account management at an ad tech, media measurement, agency, or digital publishing company.
- Deep working knowledge of the digital advertising ecosystem.
- Track record owning a client-facing escalation or support function with published SLA commitments and a satisfaction metric.
- Ability to independently investigate and explain technical workflows plainly to non-technical audiences.
- Experience building automation or agentic workflows in a support or operations setting with measured impact on turnaround time.
- Excellent written and verbal communication skills across various platforms (Slack, Google Workspace, JIRA, Confluence, Salesforce).
- Proven track record of driving accountability and alignment across partner teams without direct managerial authority.
Skills
- Program Management
- Product Operations
- Client Services
- Account Management
- Digital Advertising Ecosystem
- SLA Management
- CSAT Measurement
- Automation Workflow Building
- Technical Communication
- Cross-functional Alignment
- Brand Suitability
- Contextual Targeting
- Pre-bid Segment Activation
- Salesforce Case Management
- JIRA Service Workflows
- Looker
- BigQuery
- Databricks
Experience Level
- 6+ years
Salary/Compensations
- $95,000 - $155,000
Benefits
- Bonus/commission (as applicable)
- Equity
- Benefits
About the Company
- DV is the leader in digital performance solutions, helping advertiser and agency partners verify quality, optimize performance, and prove business outcomes through unbiased 3rd party data and analytics.
- DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, agencies, publishers, and digital ad platforms.
- Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best-in-class solutions across the digital advertising ecosystem, helping to build a better industry.
- Learn more at www.doubleverify.com.