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.