Neilson Financial Services

• Core responsibility is to create, track, analyse, and optimise pay-per-click campaigns (Google Search Ads, PMAx and Microsoft Ads) in various GEOs in a highly competitive PPC industry • Analyse campaign performance to identify optimisation opportunities to grow lead volume • Review and improve existing and write new ad copy to increase CTR, QS and ad relevancy • Manage ad copy changes through the Compliance sign-off process • Test & adopt new smart bidding strategies (Target IS, Target ROAS, TCPA, etc.) to support the business goals • Manage the execution of all campaigns, ensuring attention to detail and avoiding errors • Work with the wider marketing team to ensure coordination of campaign landing pages • Ensure high-quality data / BI is maintained through accurate campaign trafficking • Tracking daily, weekly, and monthly KPIs to identify opportunities for improvement • Taking management through performance on a regular basis through various dashboards • Produce reports showing CTR, CPC, Lead CVR and other key metrics, highlighting areas for campaign improvement

• Lead global support operations across North America (US/Canada), UK, Australia, US, Ireland, and Vietnam • Manage multi-shift support coverage and follow-the-sun models as required • Define, monitor, and continuously improve SLAs, KPIs, and performance scorecards • Oversee ticket triage, prioritisation, quality of resolution, and customer satisfaction globally • Act as the final escalation point for complex technical or operational issues • Foster a strong customer-service culture with high operational discipline • Own the full lifecycle of Windows, macOS, and mobile devices • Lead enterprise device management using Intune, Autopilot, and JAMF • Ensure consistent baselines for patching, configuration, compliance, and endpoint security • Oversee EDR, anti-malware, encryption, and secure policy enforcement • Drive automation for provisioning, deployment, monitoring, and remediation • Maintain hardened endpoint standards aligned with SOC 2 and ISO 27001 controls • Own global incident response from detection through resolution and recovery • Lead structured root cause analysis and ensure corrective actions are implemented • Partner with Security, Engineering, and Product to reduce operational and security risk • Coordinate change readiness, communications, and release impact management • Establish and maintain standards for support documentation, runbooks, and workflows • Lead continuous improvement of knowledge bases and internal wikis • Drive adoption of support automation, self-service tooling, and support bots to reduce ticket volume • Implement repeatable processes that ensure consistency across regions • Manage vendor contracts, renewals, SLAs, and performance reviews • Oversee device procurement, inventory planning, lifecycle management, and secure deprovisioning • Optimise vendor cost, quality, and service alignment • Own invoice tracking and reconciliation related to support tooling and hardware • Strengthen the support organisation’s observability and reporting posture • Own dashboards, operational analytics, and performance reporting to leadership • Use data analysis (e.g. SQL-based reporting, SSRS, observability tooling) to identify trends and improvement opportunities • Provide data-driven recommendations to improve service quality and reduce recurring issues • Partner with Engineering, Product, Security, and Business Operations to improve end-user experience • Provide project management and coordination support for rollout of new tools, applications, and systems • Collaborate with HR, Finance, and People & Culture on onboarding and workforce enablement • Lead and mentor regional Support Services teams across Canada, UK, and Australia • Provide coaching, regular 1:1s, feedback, and career development support • Build training programs and clear growth pathways for support engineers • Promote a culture of ownership, empowerment, and continuous improvement • Oversee queue health, backlog management, capacity planning, and workload balancing • Continuously improve ticket workflows, escalation paths, and communication practices • Maintain up-to-date runbooks, operational documentation, and service workflows • Foster strong feedback loops with engineering and builder teams • Ensure timely provisioning of hardware, applications, identity access, and support materials • Oversee secure offboarding, including device return, access removal, and data protection • Improve automation and HRIS integration designs to maintain a reliable source of truth • Deliver white-glove onboarding for executives and high-impact roles