Program Manager, Product Operations, Classification

DoubleVerify•New York, NY

18d•$95,000 - $155,000

About The Position

This role owns what happens when a client questions a DoubleVerify classification result. You will lead the escalation program: the intake paths, the severity framework, the response standard, and the automation that resolves repeat requests without a manual review cycle. Two numbers define success. The first is client satisfaction with the classification outcome. The second is how fast we deliver it. This is not a people management role. It is a high-autonomy program leadership position that requires deep knowledge of the advertising ecosystem, operational discipline, and the ability to drive accountability across partner teams without direct authority. Your work determines whether an account manager can answer a client with confidence, and whether a classification dispute ends in improved understanding or renewal risk. A typical week includes: triaging inbound escalations across multiple client types, from agencies, to brands, to internal and executive questions; unblocking the requests stuck on missing information or a partner team dependency; driving approval of client-facing language with Policy and Product Management; running the recurring customer ticket review with partners; building workflows that resolve repeat request types automatically; and reporting SLA and CSAT trends to leadership with named fixes attached. You will also serve as the program-side owner of the escalation intake standard, the severity framework, and the agentic framework that impacts KPIs. You will regularly interact with content that touches on sensitive topics across DV's classification taxonomy, including but not limited to violence, adult content, political news, and other brand suitability subjects.

Requirements

6+ years in program management, product operations, client services, or account management at an ad tech, media measurement, agency, or digital publishing company.
Deep working knowledge of the digital advertising ecosystem: how advertisers, agencies, publishers, DSPs, and SSPs buy and sell inventory, and where content classification signals sit in transactions.
Track record owning a client-facing escalation or support function with published SLA commitments and a satisfaction metric you were measured on.
Ability to independently investigate and explain a technical workflow plainly to non-technical audiences to earn their trust.
Experience building automation or agentic workflows in a support or operations setting, with measured impact on turnaround time.
Excellent written and verbal communication with a range from highly technical to plan and simple (Platforms include Slack, Google Workspace, JIRA, Confluence, Salesforce).
Proven track record of driving accountability and alignment across partner teams without direct managerial authority.

Nice To Haves

Hands-on experience with brand suitability, contextual targeting, or pre-bid segment activation.
Familiarity with Salesforce case management and JIRA service workflows.
Proficiency with Looker, BigQuery, Databricks, or similar platforms for pulling escalation, client, and SLA data.
Experience supporting a named strategic account or platform partner through a recurring business review cycle.

Responsibilities

Own the escalation program end to end including intake, triage, severity assignment, and routing to partners in Tech, Policy, and Product.
Set and defend the SLA framework. Define response targets by severity and client tier, publish them to commercial partners, track compliance, and report every breach with a root cause rather than a status.
Own satisfaction with escalation outcomes. Build the CSAT measurement, run the follow-up loop on low scores, and report the trend alongside the specific drivers and action item ETA.
Automate recurring customer resolutions. Identify the request types that repeat and build workflows and agents that close them with minimal human intervention. Quantify the impact.
Serve as the single named point of accountability for commercial partners on escalations. Run recurring customer ticket review and partner business reviews.
Produce repeatable client-facing language for decisions in partnership with Product, Engineering, and Policy & Global Affairs to increase autonomy.
Build and maintain one consolidated view of escalations across all intake channels and products, so leadership and commercial teams work from a single picture and investments in building have a clear ROI.
Separate one-off errors from systemic gaps, and partner with accountable teams to build the mechanisms or tech that close the most impactful misses.
Own the escalation intake standard and train partner teams on it. Reduce the share of tickets that stall because required information was missing or incorrect at submission.
Maintain program documentation: the severity framework, routing paths, published SLA commitments, response templates, and the escalation SOP.