• Lead the day-to-day operations of vendor Technical Support teams, ensuring timely and accurate resolution of technical issues across advertiser and internal requests • Serve as the primary escalation point for complex technical issues, troubleshooting and resolving problems before escalating to Engineering • Partner with Product and Engineering to prioritize and resolve bugs, and support the incident management process • Build and improve escalation workflows and processes to ensure efficient communication between support, product, and engineering teams • Identify recurring issues and advocate for long-term fixes that improve platform stability and reliability • Own and maintain the technical knowledge base, troubleshooting guides, and escalation documentation • Identify skill gaps within the support team and support training programs • Review support cases to identify trends and improve support effectiveness • Collaborate cross-functionally with Product, Engineering, Product Marketing, and Sales Systems on launches

• Oversee billing operations across self-serve and direct buying channels • Manage vendor billing support teams handling advertiser queries • Partner closely with Finance and Accounting to build scalable billing systems and processes • Act as main point of contact for billing escalations, resolving complex issues • Collaborate with Fraud teams to identify and address suspicious advertiser activity

Role Description As a rapidly growing company, we are expanding our Operations team, which bulks ops specialist. This team plays a crucial role in delivering exceptional service to our customers and suppliers, ensuring their success on our platform. We provide the knowledge, tools, and strategic support necessary to optimize their goals and fully capitalize on the value of our product. The operations team is committed to building trust and nurturing lasting relationships with our customers and vendors. Our goal is to cultivate a deep sense of understanding, confidence, and excitement through personalized support and exceptional service, setting the stage for long-term satisfaction, retention, and growth. In this role, you'll receive thorough training on the entire customer journey. You'll develop the skills to assist our customers effectively, ensuring a smooth and satisfying experience as they navigate their relationship with Stadium. As a member of our dynamic and fast-growing team, you'll collaborate across various functions, focusing on continuous improvement and delivering top-quality service to every customer. Stadium is based in New York City, but this would be a remote position. Candidates living outside of the US will be hired as independent contractors through Deel. What You’ll Do With Us - Develop and maintain SOPs for bulk operations. - Coordinate with all internal and external stakeholders to ensure the best in class experience for our customers and vendors. - Own end to end operational flows for everything related to bulk orders as well as operational KPIs. - Optimise and improve workflows with data backed decisions leveraging AI and business intelligence. Qualifications - Ability to thrive in a dynamic & fast-paced environment. - Solutions-oriented mindset and background as a proven problem solver. - Strong customer focus and passion for engaging with people to help them succeed. - Excellent written and verbal communication skills with attention to detail. - Great listener and keen to understanding customer situations and goals before responding with strategic guidance. - An organized and process-oriented approach to managing relationships with customers. - Patient, empathetic, and enthusiastic about interacting with all types of customers. - A fun, approachable personality; easy to get along with, but driven and focused. - Team player and humble attitude. - An eager desire to make a meaningful impact on the ground floor of a growing start-up. - English as a first language (additional languages a plus). - Strategic thinker able to envision and execute long-term goals. - 1-2 years experience in customer-facing or people-oriented roles. - Data and AI forward approach towards problem solving. What We Offer - Fantastic company culture focused around recognizing and leveraging individual strengths for the benefit of the whole. - Career mobility and opportunities to work across areas of the company. - Remote-first work environment with frequent Zoom company events and chance to make genuine connections. - Final compensation is based on factors such as the candidate's skills, qualifications, experience, and location. Compensation for candidates residing outside the U.S. will be adjusted based on the cost of living and comparable wages in that country. Company Description Stadium is a single platform for global recognition, swag, and gifting. Companies use Stadium to engage employees, clients, partners, and prospects through premium swag, snack boxes, and gifting–all fulfilled locally in 170+ countries. Whether companies are recognizing 1 or 1,000+, Stadium makes it easy to deliver meaningful recognition at any scale. We’re a product-first ambitious team that’s obsessed with a united vision for taking our business to new heights. As a company, we learn fast, support each other, and focus on continuous quality and improvement for all of our customers. While our business has continually evolved over the years, our purpose has remained constant: to strengthen the bond between companies, their employees, and their customers.

• Drive the annual TA Operations roadmap and quarterly planning cycles. • Maintain leadership visibility into roadmap progress. • Own a portfolio of cross-functional programs end to end. • Drive decisions across TA, People Ops, HR Tech, IT, Legal, and Finance. • Own the TA AI roadmap. • Build and maintain AI-powered workflows in Claude and Cowork. • Own the TA tech stack. • Proactively identify where TA processes are slow, inconsistent, or manual.