Product Specialist, Customer Operations
About the position Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we're on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product. Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other's unique experiences and embrace the flexibility to do your best work. Creating a career you love? It's Possible. We consider businesses our customers on Pinterest, as they play a big role in providing the content that helps people discover and save the things they love. We're looking for a motivated self-starter to join our Customer Operations team and help our global advertisers, big and small, get discovered by millions of people looking for inspiration. Measurement of advertiser performance is an important area for Pinterest and our ability to measure and report on advertiser performance is key to demonstrating value for the company. The product specialist will own all aspects of measurement - first party data, data processing, internal and external reporting, and partnerships with 3rd parties for data ingestion. You'll work directly with our advertisers to answer questions, solve problems, and you'll take the insights you gain to our product and engineering teams to help make Pinterest even better. The work you will do will drive a better user experience for our customers and ensure that Customer Operations is connected to the direction of our growing product.
Responsibilities
- Support advertisers with solutions to unblock issues with Pinterest's business products suite.
- Own the end to end support experience for your assigned product(s).
- Represent the voice of the customer and develop insights to improve user experience.
- Identify product limitations, features and perform data analysis to size, prioritize and shape business cases for product and sales process enhancement.
- Advocate new product features and assist clients in the adoption of new products via upgrades and migrations to help them build long-term success. Provide documentation and technical guidance to ensure the technical success of clients' integrations.
- Partner with product and engineering teams to facilitate successful execution of product launches, regress bugs and develop localized product strategy.
- Responsible for ticket quality within product area, managing internal and external Help Centers, and providing ongoing education within Customer Ops.
Requirements
- BS/BA degree or 7+ years of experience required.
- 5+ years of online advertising experience preferably in the measurement space.
- 3+ years of experience working with SQL, HTML, CSS, and JavaScript.
- Experience with Google Analytics, MMP's, Python, Tableau, and Salesforce
- Experience working with, presenting to, and managing external partners/customers.
- Knowledge of measurement solutions, web analytics, eCommerce data feeds and retail industry.
- Ability to manage multiple projects concurrently.
- Experience leading and owning cross functional projects (ie PM, ENG, Sales) that improve user experience or solve a problem within workflows tooling or user support.
- Experience advocating, negotiating and driving results with the ability to comfortably interact with cross-functional partners, sales and clients.
- Experience with triaging and troubleshooting technical products / platforms (ex. ad networks, Google Analytics, conversion tracking, APIs) for business customers with a client service mindset.
- Data analysis skills to frame and break apart large business problems and effectively build business cases to advocate technical solutions.
- This role may require occasional weekend coverage and participation in an on-call rotation as needed.
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