Advertiser Success Operations Specialist

Job Description

Job Description

Description:

Here’s why we need your help

We need an Advertiser Success Operations Specialist to own the operational work that keeps our advertiser experience efficient and scalable. You will oversee advertiser onboarding, our digital-first service level, manage attribution and integrations, and coordinate cross-functional projects.

A primary goal of this role is to free our Performance Managers from administrative coordination and project management so they can focus on their books of business. Reporting to the VP of Advertiser Success, you will work closely with Performance Managers, Research, Copywriters, Ad Operations, Sales, Data, Product, Marketing, and external partners to execute processes, resolve friction, and keep work moving through completion. 

Work Location

This hybrid role is required to be in office 2-3 days a week.

How you know you’re being successful

• Advertisers move through onboarding efficiently, with clear ownership, organized handoffs, and reliable follow-through from closed-won through launch
• The digital-first service level operates smoothly at scale, with support requests consistently categorized, routed, tracked, escalated, and resolved according to established service expectations
• Integrations, attribution work, and other projects stay organized and move to completion without Performance Managers needing to own the administrative coordination and follow-up

We’ll expect you to do things like these

• Own the advertiser onboarding queue from closed-won through successful launch, coordinating timelines, dependencies, platform configuration, profile setup, attribution and tracking setup, deliverables, follow-up, and handoffs across Performance Managers, Ad Operations, Sales, Research, Copywriting, and other stakeholders
• Run the day-to-day operations of Recovery.com’s digital-first service level, including monitoring queues, categorizing and routing tickets, responding using existing templates/FAQs, and following established escalation pathways 
• Implement and troubleshoot advertiser attribution and tracking configurations within established processes, including CRM integrations, call tracking, DNI, UTMs, third-party technology, and related reporting configurations; identify when specialized technical support is needed and coordinate troubleshooting and follow-up with internal or external attribution partners 
• Coordinate advertiser and cross-functional initiatives across Product, Data, Ad Operations, Marketing, Sales, external vendors, or other teams, maintaining clear timelines, dependencies, ownership, follow-up, and escalating blockers when needed
• Support Performance Managers by coordinating operational and administrative requests, tracking deliverables, documenting status, and ensuring assigned work reaches completion
• Maintain the Advertiser Success team’s Notion pages and operational documentation so resources, instructions, templates, and other team information remain organized, accurate, and current
• Support advertiser-facing initiatives such as product launches, new partner capabilities, migrations, workflow changes, operational audits, and new service offerings by coordinating execution and follow-through
• Track and report operational metrics and trends such as onboarding cycle time, implementation backlog, support volume and resolution time, integration completion, and recurring advertiser friction, providing clear and accurate operational reporting to the VP of Advertiser Success 
• Actively represent our company and engage with the Recovery.com community on major social media platforms, such as LinkedIn
• Drive operational work forward with a bias toward action, proactively following up on outstanding items and flagging blockers or unclear ownership to the appropriate stakeholders 

Required Qualifications

• 2+ years of experience in customer success operations, implementation, project management, customer operations, digital advertising, SaaS/platform operations, or a related operational role
• Demonstrated experience managing multiple simultaneous projects, queues, timelines, dependencies, administrative details, and cross-functional stakeholders while keeping work organized and moving toward completion 
• Experience working cross-functionally with customer-facing and technical teams, such as Product, Data, Engineering, Marketing, Sales, or Ad Operations
• Working knowledge of or demonstrated ability to learn technical concepts related to CRM systems, integrations, attribution, analytics, tracking, and digital advertising
• Strong written communication, documentation, organization, attention to detail, and problem-solving skills, with a demonstrated ability to keep high-volume operational work organized and moving

What we think will improve your chances of success

• Experience supporting advertiser, customer success, implementation, or revenue operations within a digital advertising, marketplace, or SaaS/platform environment
• Experience independently implementing and troubleshooting CRM integrations, call tracking, DNI, UTMs, attribution systems, and related advertising technology, with the judgment to identify when specialized technical support is needed
• Experience working with ticketing, support, knowledge-base, or self-service workflows designed to support customers at scale
• Strong judgment in distinguishing between issues that require strategic account ownership and those that can be resolved through operational processes
• A proactive, accountable approach to work with a willingness to move projects forward without waiting for perfect clarity

Travel Expectations

Twice a year for company gatherings. 

Compensation

The base salary range for this position is $75,000–$85,000, plus eligible benefits. Compensation may be adjusted based on tenure and experience. For employees residing in Dane County, total annual compensation—including base salary and the housing stipend—is approximately $83,823–$93,823. 

Dane County Housing Stipend

We strongly value in-person work and collaboration, so for full-time employees residing in Dane County, we offer a housing stipend of $735.26/month in addition to your salary ($8,823.12/yr; half of the Fair Market Value of a 2BR apartment in Madison according to rentdata.org).

Equity Options

In addition to your cash compensation, you will receive options to buy stock in Recovery.com at a set strike price. These options will vest on a four-year schedule and present an exciting opportunity to benefit from the upside of our company’s growth. 

Quarterly Bonus

An additional 10% of base earnings is paid out quarterly when the company meets its revenue target. 

Benefits and Perks

This role is eligible for the following benefits and perks:

• Medical, Dental, and Vision Insurance (100% of premiums paid for employees, 50% of premiums paid for dependents)
• Short- and long-term disability and basic life insurance
• 401K (100% company match up to 3% and 50% on the next 2%)
• Paid time off, paid holidays, and leaves of absence
• Education Assistance (for educational coursework directly related to your role)
• Flexible hybrid and work-from-home policy

Physical Requirements

• Sit down and operate a computer for extended periods of time
• Able to work in an open office environment
• Lift items weighing up to 15 lbs

About Recovery.com

Each year, 90% of people who need addiction treatment don’t receive it. One of the major reasons is the difficulty in finding a treatment provider, and as people increasingly turn to the internet over family, friends, or medical professionals to find care, Recovery.com is making a difference in thousands of people’s lives by providing a comprehensive, user-friendly resource for finding addiction and mental health treatment.

Launched in 2017, Recovery.com is a late-stage startup based in Madison, WI, on a mission to be the most trusted online resource for connecting patients and mental health providers. We are rapidly growing and profitable, and looking to aggressively capture the market opportunity as we scale to $100M ARR over the next 4 years.

Our core values aren’t just words to us! They define who we are and how we work. People who are successful at Recovery.com:

• Regularly show compassion and empathy for customers, patients, and fellow colleagues
• Display vulnerability by demonstrating authenticity with themselves and encouraging it in others
• Strive for growth and humbly seek to improve in all aspects of work
• Demonstrate joy and a positive attitude in every interaction, from office conversations to solving difficult problems
• Exhibit accountability by not only fulfilling their own responsibilities, but helping others in their work as well
• Embrace creativity by testing the norms and being open to new ideas

Equal Opportunity Statement

Recovery.com is an equal opportunity employer committed to diversity and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, veteran status, gender identity, race, religious beliefs, disability, sexual orientation, age, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.