Director, Customer Success Operations Management, CTV

Director, Customer Success Operations Management, CTV

Department:
Client Operations

About the Role:

Pub Matic is seeking a Director of Customer Success Operations Management (CSOM) to lead operational strategy and execution for our Connected TV (CTV) supply business. This leader will elevate CSOM into a disciplined, insight-led function that protects revenue, sharpens publisher performance, and strengthens our competitive position in one of Pub Matic’s most important and fastest-evolving channels.

You will oversee the CTV CSOM team and act as the operational backbone for CTV supply health. You will drive proactive signal monitoring, eliminate deal-level friction, tighten PMP and PG execution, and partner with Commercial, Product, Engineering, and Ad Solutions to build scalable processes and AI-powered workflows that unlock growth. The ideal candidate combines CTV industry expertise with structured operational leadership, sharp analytical instincts, and the ability to influence cross-functionally.

What You'll Do:

• Lead and develop a high-performing CTV CSOM team known for structured thinking, fast response, ownership, and strategic insight.
• Coach team members to elevate their operational judgment, communication, and ability to engage publishers with clarity and authority.
• Establish role expectations, SOPs, decision frameworks, and performance culture built on accountability and continuous improvement.
• Build leadership and mentorship pathways that mature the team into trusted strategic partners.

• Serve as the connective tissue across Customer Success, Sales, Product, Engineering, and Ad Solutions to ensure fast, aligned execution on CTV priorities.
• Bring order to ambiguity by clarifying workflows, accountability, and decision rights across CTV deal execution and troubleshooting.
• Influence Product and Engineering roadmaps with operational insights from the field, including signal improvement, deal automation, and CTV-specific tooling needs.

• Own the operational health of Pub Matic’s CTV supply, ensuring consistent signal hygiene, stable delivery, and early detection of revenue-impacting anomalies.
• Turn CTV-specific insights into clear actions for Commercial and Product teams.
• Improve publisher value storytelling by elevating Q  quality, CTV narrative clarity, and insight-led recommendations that highlight yield opportunities.
• Identify operational blockers affecting CTV revenue growth and coordinate cross-functional execution to remove them.
• Strengthen monetization workflows across the CTV lifecycle, reducing friction and improving activation speed.

• Own the CTV CSOM operating framework, ensuring predictable, repeatable processes from deal setup through post-launch optimization.
• Drive process improvement to eliminate duplication, reduce operational noise, tighten routing, and improve execution speed.

• Identify CTV use cases where AI can increase speed, reduce manual work, or improve detection of revenue-impacting patterns.
• Champion AI adoption across the CTV CSOM team, enabling agents, alerting tools, automated diagnostics, and insight generation.
• Implement structured feedback loops to refine AI workflows and quantify impact on efficiency, resolution time, and publisher outcomes.
• Partner with Product and Engineering to integrate AI-driven troubleshooting and monitoring tools directly into core CTV processes.

Who You Are:

• 8+ years in Customer Success Operations, Technical Account Management, Ad Operations, Supply Operations, or equivalent strategic roles.
• Significant experience operating inside the CTV ecosystem: auction mechanics, streaming ecosystem players, PMP/PMP-D workflows, signal standards, and CTV delivery challenges.
• Proven track record in a CTV operational role (SSP, DSP, publisher, or streaming platform preferred).
• 4+ years of people leadership with demonstrated success developing high-performing, analytically strong teams through organizational and mindset change.
• Strong operator with experience…