Director, Customer Success Operations Management, CTV

Pubmatic • New York, NY

20d • Hybrid

About The Position

PubMatic 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 ourpetitive position in one of PubMatic'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 candidatebines CTV industry expertise with structured operational leadership, sharp analytical instincts, and the ability to influence cross-functionally.

Requirements

• 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 throughanizational and mindset change.
• Strong operator with experience creating scalable systems, workflows, and programs across global or matrixedanizations.
• Exceptionally clearmunicator able to simplifyplex CTV concepts and influence cross-functional teams.
• Analytical and structured thinker who uses data to diagnose issues, drive prioritization, and inform decisions.
• Passionate about using AI, automation, and modern tooling to improve operational scale and publisher oues.
• Comfortable navigating a fast-moving environment w clarity, discipline, speed, and ownership matter.

Responsibilities

• Lead and develop a high-performing CTV CSOM team kn for structured thinking, fast response, ownership, and strategic insight.
• Coach team members to elevate their operational judgment,munication, 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 PubMatic'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 QBR quality, CTV narrative clarity, and insight-led rmendations 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 w 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 oues.
• Partner with Product and Engineering to integrate AI-driven troubleshooting and monitoring tools directly into core CTV processes.

Benefits

• paid leave programs
• paid holidays
• healthcare
• dental and vision insurance
• disability and life insurance
• muter benefits
• physical and financial wellness programs
• unlimited DTO in the US (that we actually require you to use!)
• reimbursement for mobile and fully stocked pantries plus in-office catered lunches 5 days per week

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees