Program Manager Non Tech 2

Our client, a global technology and digital advertising leader, is seeking a Partner Technical Advisor to join their team. As a Partner Technical Advisor, you will be part of the Advertising Support Team supporting global Delivery Partners, Operations Teams, and stakeholders. The ideal candidate will have strong communication skills, a proactive problem-solving mindset, and the ability to influence cross-functional teams, which will align successfully in the organization.

Job Title: Partner Technical Advisor

Location: Redmond, WA - Hybrid

Type: Contract

• Lead quality coaching sessions and case reviews with Delivery Partners to identify gaps and drive customer experience improvements.
• Act as the primary point of contact for customer, technical, and executive escalations, ensuring timely resolution across partner and teams.
• Monitor customer satisfaction, case resolution, and Copilot performance metrics while driving operational excellence.
• Support AI/Copilot adoption initiatives by auditing AI versus human responses, validating hand-offs, and identifying improvement opportunities.
• Maintain support documentation, facilitate advocate readiness and training, and provide actionable insights based on customer feedback and support trends.

• 2-4 years of experience in customer support, advertising support, or contact center operations with a focus on performance improvement.
• Hands-on experience with Advertising, Google Ads, search advertising, or another online advertising platform.
• Experience using AI, Copilot, agent-assist, or similar technologies to improve business processes and support operations.
• Strong communication, analytical, and stakeholder management skills with the ability to work effectively across global teams.
• Flexibility to support multiple time zones, including occasional early morning meetings as business needs require.

• Opportunity to work at the forefront of AI-powered customer support transformation.
• Exposure to high-visibility projects involving Copilot readiness, AI migrations, and customer experience innovation.
• Collaboration with global teams and delivery partners across a world-class advertising platform.
• Ability to influence product, process, and operational improvements that drive measurable business impact.
• Career-enhancing experience in advertising technology, support operations, quality management, and AI-enabled solutions.