Product Operations Manager - SMB Ads

#TeamNextdoor

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 305,000 neighborhoods across 11 countries.

Meet Your Future Neighbors

The Neighborhood Operations (NOPS) team is a collaborative global team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. Our mission is to eliminate the reason for customers to contact us and if they do, rapidly and efficiently resolve issues to deliver delight and earn trust. Our work extends beyond traditional “support,” encompassing bringing products to life, customer education, advocacy, and community moderation.

The Impact You’ll Make

The Customer Care Operations team at Nextdoor is seeking a Product Operations Manager that can effectively partner with cross-functional teams and advocate for our customers. Your mission is to help design, deliver and improve customer experiences for our various advertising solutions for SMBs, including Nextdoor Ads Manager, a self-serve ad platform that enables advertisers of all sizes to create, launch and optimize campaigns to reach local audiences.  

We’re looking for an expert in digital advertising customer experience with a deep understanding of campaign optimization, programmatic ad buying, and auction marketplace dynamics. In this role, you will own customer care go-to-market and voice of the customer processes and the cross-functional relationships that ensure we are continuously delivering experiences that enable our customers to get the most out of our advertising solutions. 

Your responsibilities will include:

• Lead customer care Go-to-Market processes and be responsible for operational readiness for new product, feature and market launches
• Analyze / query / develop product insights to share with cross-functional team members as evidence in support of what is and is not working for customers
• Own relationships with Product, Engineering and Marketing teams and represent the voice of the customer in all user experience decisions
• Work with Quality Assurance, Training and Knowledge Base teams across customer support to enable ongoing agent education required to support our customers
• Work with customer support teams to understand complex issues -- providing guidance on how to handle complex support inquiries
• Triage, resolve, and escalate bugs identified by advertisers
• Build customer journey maps and be responsible for identifying opportunities to improve the in-product support experience
• Identify and drive initiatives that empower customers to self-serve their issues via help content (nextdoor.com/support) and tooling solutions
• Help build programs or champion projects that drive growth, revenue, and healthy engagement among our advertisers

What You’ll Bring To The Team

• 3+ years of experience in a product specialist, product operations, ad operations, or support operations role
• 3+ years of experience in digital advertising, ideally supporting a scaled self-serve ad platform with expert-level knowledge of campaign optimization, programmatic ad buying, and auction marketplace dynamics
• Demonstrated experience collaborating and influencing cross-functional partners with data to improve customer experience, and launch high quality products
• Demonstrated experience developing and troubleshooting ad products from an operational lens
• Solid project management skills
• Proficient in Google Sheets / Microsoft Excel
• Working knowledge of SQL, experience deriving meaning from data, and presenting data findings
• Excellent written and verbal communication skills, including the ability to work with technical and non-technical individuals and present at meetings or trainings
• Experience building processes from scratch & implementing them to solve business problems
• Self-starter and ability to move efforts forward with limited oversight
• Willingness to roll up your sleeves and fix problems in a hands-on manner

Bonus Points

• Experience with Salesforce Service Cloud
• Experience developing training and documentation for end-users and support representatives
• Experience troubleshooting on Android, Windows and/or iOS mobile operating systems
• Experience with Jira ticketing platform

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $90,000 to 150,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.