Role Description This role owns the operational excellence, quality, and reliability of a Care Excellence team across 24x7 support operations. It is critical to manage provider deployments for specialised services, scale operations, improve the user experience, ensure the right care pathways for users, lead incident investigations, drive strategic care initiatives, and own Care Excellence performance, risks, and insights. You will lead a team of Specialists & Associates, stay close to complex and sensitive work, and shape how Care Excellence operates across channels, care models, and escalation paths. - Ownership, SLAs & Performance Management - Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience. - Monitor team performance, productivity, QA outcomes, and SLA adherence. - Proactively identify risks, trends, and gaps and drive corrective actions. - Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods. - Metrics, Insights & Reporting - Be the single owner for Care Excellence team metrics, dashboards, and insights. - Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations. - Highlight key risks, trends, improvements, and trade-offs based on the insights. - Partner with stakeholders to continuously improve metric definitions and reporting quality. - High-Risk Deployments & Incident Management - Be directly involved in all critical deployments, launches, or operational changes impacting care excellence. - Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures. - Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows. - Strategic Projects & Care Model Development - Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams. - Own exploration and setup of Care Excellence call-based support and other care delivery mediums. - Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models. - White-Glove & Enterprise User Experience - Ensure elevated service standards for white-glove and enterprise users. - Act as escalation owner for sensitive or high-impact enterprise cases. - Align closely with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reporting. - People Leadership & Capability Building - Lead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building, while partnering with Specialists on roster management to ensure effective 24/7 coverage. - Build team readiness for complex, high-risk, and enterprise-grade care scenarios. - Process Improvement & Cross-Functional Collaboration - Identify manual, repetitive, or high-risk workflows and propose scalable improvements. - Work with Product & Tech teams on automation and tooling. - Maintain accurate SOPs, documentation, and knowledge bases. - Represent Care Excellence insights in cross-functional and leadership forums. Qualifications - 4 to 6+ years of experience in operations, support, or service delivery roles in a tech company. - Comfortable providing shift flexibility to address or ensure coverage during critical escalations, high-risk, or no coverage situations. - Proven experience leading remote/global teams in SLA-driven, high-volume environments. - Strong RCA, problem-solving, and stakeholder management skills. - Comfortable working with dashboards like FreshDesk, Zendesk, metrics, and operational data. - Ability to balance empathy with decisiveness. - Experience in 24x7 or global operations is a strong plus. - Healthcare tech background is a plus. Benefits - Global company – work in a diverse environment with people from nearly 20 countries. - Generous leave policy – time off to rest and recharge. - Christmas week off – company-wide break during Christmas, separate from annual leave. - Birthday leave – enjoy a day off on your birthday. - Quarterly mental health days – one day off every quarter to focus on your wellbeing. - Flexible work arrangements – work in a way that suits your lifestyle and goals. - Work-life balance – a culture that values personal time and long-term wellness. - Medical coverage – comprehensive insurance for peace of mind. - Performance bonus – high performance is recognised and rewarded. - Development budget - annual allowance to support your professional development. - Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care. - Socials and communities – regular non-work events/activities to connect and have fun together.

• Dare lezioni private agli studenti • Insegnare italiano per stranieri

Role Description The Agency Lead is a senior, highly strategic role designed to accelerate StackAdapt’s growth across the Spanish advertising ecosystem. Operating at an elevated level, you will be responsible for navigating complex agency dynamics and building deep, trusted partnerships with senior leadership and C-level executives at major holding companies and prominent independent networks. - Strategic Partnership Development: Build, map, and execute a comprehensive go-to-market plan targeting major Spanish holding companies (including WPP, Publicis, Havas, and Omnicom subsidiaries) along with top independent networks. - Secure Regional Agreements: Lead high-level commercial negotiations to secure localized and regional Master Service Agreements (MSAs) to unlock scalable agency revenue. - Client-Specific Agreements: Navigate individual 1:1 basis deals, structuring custom agreements for specific client scenarios where an agency represents a single primary advertiser. - Value-Based Selling: Evangelize StackAdapt's core differentiators and value proposition. - Agency Enablement: Drive platform adoption, empowerment, and scaled enablement programs across agency planning, strategy, and trading teams. - Execute Pilot Programs: Launch low-risk, managed-service pilot programs to establish early proof-of-concepts, leveraging brand-driven demand to gain traction inside holding companies. - Internal Builder Mentality: Act as an entrepreneurial business builder, proactively creating necessary pitch decks, narrative tools, or processes required to win the market rather than waiting for external delivery. Qualifications - Around 10 years of digital advertising sales experience, with a rigorous background and deep expertise in programmatic ecosystems. - An extensive, highly active, and senior network of contacts and trading directors across major holding companies and large independent agencies in Spain. - Proven success coming from DSPs, SSPs, or Walled Gardens. - Highly skilled in consultative selling and advanced sales qualification frameworks (such as MEDICC or similar methodologies). - A proactive mindset comfortable navigating a fast-growing, early-stage market environment defined by change, uncertainty, and a heavy focus on out-of-the-box outcomes. - Ability to build high-impact client pitch decks and articulate complex, platform-based programmatic concepts seamlessly. - Native-level Spanish and professional fluency in English are required. Benefits - Highly competitive salary. - Retirement/401K/Pension Savings globally. - Competitive Paid time off packages including birthdays off! - Access to a comprehensive mental health care program. - Health benefits from day one of employment. - Work from home reimbursements. - Optional global WeWork membership for those who want a change from their home office and hubs in London and Toronto. - Robust training and onboarding program. - Coverage and support of personal development initiatives (conferences, courses, books, etc.). - Access to StackAdapt programmatic courses and certifications to support continuous learning. - An awesome parental leave program. - A friendly, welcoming, and supportive culture. - Our social and team events!

• Demonstrate optical knowledge and experience, able to assist customers with any vision need from eyewear (fashion) to eye care (clinical) online • Drive sales through building trust and consultative selling, guiding intentional traffic • Recommend viable eyewear options to customers online via video conference/chat by assessing their lifestyle, budgetary needs and facial features, instilling confidence in their selection • Troubleshoot customer service issues with internal support teams as needed • Follow-up with customers for final resolution and increased customer satisfaction • Speak about Stanton Optical and eyewear fashion trends with authority • Guide customers through an online vision test for prescription renewal and seamlessly transition them to eyewear purchase • Provide feedback and recommendations to continue to improve the omni experience for both customer and associate • Assist with testing, training and communicating new software features and omni experiences • Engage and pursue new business opportunities • Support new omni-initiatives as needed