Operations Specialist

**Who is Postclick?**

As the global leader in digital advertising conversion, we are on a mission to automate advertising conversion by dynamically delivering relevant post-click experiences at a scale previously thought impossible. We offer two impactful products to improve your advertising conversion - Instapage, a self-managed Saas platform, and Postclick, our managed-service solution for large advertisers.

Our diverse team is made up of innovators who seek high and push hard We are a **people-first** tech start-up based in the SOMA area of San Francisco with offices in Austin, Texas, Timişoara, Romania, Warsaw, Poland, Bialystok, Poland, and some fully remote employees

As a Postclicker, we **treat everyone with respect.** We **love our jobs**, even on Mondays. We strive to **have buckets of fun**

Delivered as a tech-enabled service, Postclick combines unparalleled conversion expertise, which comes from creating over 2 million post-click experiences for 10,000 brands, with the world's first Post-Click Automation platform, which is powered by machine learning, data science, and automation Click on this link to learn more about **what we believe****

**A bit about you..**

You thrive in your work and you want to be a part of an extraordinary team. You believe in having a diverse and inclusive culture that thinks big, moves fast, and cares about disrupting. You will be a catalyst that will help grow our operations department, supporting multiple departments and initiatives as needed.

**A day in the life..**
- Work closely with the Professional Services and CX department to standardize and implement operational best practices
- Connect with other department operation specialists to strategize on possible improvements to our tech stack, automations, and reports
- Lead and support a large team within a time-sensitive and demanding environment, including setup and implementation of automation, tech-stack integrations, and reporting
- Manage and improve the department metric creation, reporting, and data collection
- Own and manage triggers, automations, SLAs, and more
- Manage and improve operation reports in Zendesk Explore, Maestro QA, Grow, and others
- Organize department meetings, team syncs, workshops, lunch and team buildings, and own action items and recaps
- Drive the documentation, organization, and streamlining of our list of Slack channels for a couple of departments
- Help manage Confluence & Google Drive for the team, and keep it up to date
- Responsible for administration, configuration, and implementation of Totango
- Define and design solutions and workflows, configuring business processes within Totango
- Provide reporting and dashboards in Totango for teams
- Manage users, teams, roles, and access privileges in Totango, Jira, etc
- Work with technical/data teams on designing the integration of Totango with enterprise systems
- Handle the communication and adoption of changes made to platforms including impact, new functionalities, and process

**To be successful in this role, you need**:

- Bachelor's degree or equivalent experience
- 3+ Years of working in an operations role
- Basic professional level English skills
- Global fast-paced start-up experience preferred
- Experience working with large teams and working cross-functionally with different departments
- Experience using Zendesk, MixMax, Totango, Zapier, and other CX management tools preferred
- Demonstrated rapid, self-driven, experiment-driven learning of unfamiliar systems/software
- Ability to research and solve complicated problems
- Excellent organizational skills and analytical thinking
- Experience in our Customer Experience department or setting up Customer Success programs is a plus
- Understand key customer success principles, customer journey maps, and lifecycle management business processes preferred
- Basic SQL knowledge preferred
- Basic coding knowledge (HTML, CSS, Javascript) preferred
- Basic API knowledge preferred

**Sneak peek at our culture**
- Slack channels to share your passions and connect with fellow Postclickers
- Fun, casual, transparent work environment
- No meeting Fridays
- Autonomy - we trust you to do your job
- Internal tools to give and receive kudos
- We constantly celebrate and work to improve diversity & inclusion
- Coffee talks with our CEO, Mark McKenna

**Next Steps**

**If you've made it this far, we hope you're as excited as we are about finding out if we're a good fit for each other, let's talk.