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Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

CVS Media Exchange is hiring a Senior Ad Tech Support Manager. This role will report to the Lead Director, Ad Tech Operations.

CVS Media Exchange [CMX] is dedicated to driving measurable outcomes for our suppliers, merchants, stores, GMs, brand advertisers, and agencies. Our full-funnel ad solutions leverage CVS’s in-store and online data, extensive reach, and to provide measurable results for our clientele. With a range of flexible pricing and buying models, including self-service; these solutions help businesses build brand awareness, engage with CVS consumers, and convert CVS consumers to shoppers.

The Senior Ad Tech Support Manager will be responsible for building out our client support program for CMX self-service offerings with a focus on client success, compliance, and implementation of proactive solutions to resolve activation issues. This individual will partner closely with Product, Account Management, Ad Policy and 3rd party vendors to ensure onboarding and client escalations are resolved in a timely fashion. The ideal candidate will be driven, client focused, detail oriented, and thrive in a start-up environment.

Responsibilities include but not limited to:

• Partner with various internal and external stakeholders in areas such as client onboarding, standard operating procedures, implementation requirements, and L1 troubleshooting.

• Responsible for queue management and issue routing for customer inquiries related to setup, ad policy, and implementation issues.

• Provide L1 Troubleshooting for technical setup issues and manage escalations to internal stakeholders.

• Maintain and update Standard Operating Procedures and FAQ documentation.

• Own and develop process workflows for standard setup requirements and work cross-functionally to streamline and improve efficiency.

• Participate in testing initiatives for new ad products and feature enhancements

• Own the operational execution of self-service support and identify areas of improvement to internal teams.

• Assist with other Ad Tech related projects and initiatives across all buying channels within CMX’s product offerings.

Required Qualifications:

• 5+ years of digital/online media experience

• 3+ experience in ad operations, product operations, or project management

Preferred Qualifications:

• Retail media experience is a plus

• Experience in managing and maintaining a ticketing system/queue

• Experience working with DSPs (Trade Desk preferred), SSPs, and/or ad serving platforms

• Strong internal and external communication skills

• Experience in client solutions / support

• Ability to thrive in, a fast-paced environment

• Detail oriented; possessing critical thinking, analytical and highly organized

• Strong problem-solving and troubleshooting abilities

• Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel)

• Effective time management skills – ability to prioritize and meet deadlines

• A team player with an entrepreneurial spirit.

Education:

Bachelor’s degree or equivalent (HS Diploma + 4 years of relevant experience) required.

Pay Range

The typical pay range for this role is:

$82,940.00 - $199,144.80

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 02/28/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.