Director, Customer Success Operations Management, CTV

About the Role: 

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 our competitive 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 candidate combines CTV industry expertise with structured operational leadership, sharp analytical instincts, and the ability to influence cross-functionally.

What You'll Do:

Leadership, Coaching, and Team Development

• Lead and develop a high-performing CTV CSOM team known for structured thinking, fast response, ownership, and strategic insight.
• Coach team members to elevate their operational judgment, communication, 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.

Strategic Alignment and Cross-Functional Influence

• 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.

CTV Business Impact and Revenue Contribution

• 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 recommendations 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.

Operational Excellence and Program Ownership

• 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.

AI Integration and Automation Leadership

• Identify CTV use cases where 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 outcomes.
• Partner with Product and Engineering to integrate AI-driven troubleshooting and monitoring tools directly into core CTV processes.

Who You Are:

• 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 through organizational and mindset change.
• Strong operator with experience creating scalable systems, workflows, and programs across global or matrixed organizations.
• Exceptionally clear communicator able to simplify complex 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 outcomes.
• Comfortable navigating a fast-moving environment where clarity, discipline, speed, and ownership matter.

Additional Information

Return to Office: PubMatic employees throughout the globe have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.

Benefits: Our benefits package includes the best of what leading organizations provide such as, paid leave programs, paid holidays, healthcare, dental and vision insurance, disability and life insurance, commuter 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.

Diversity and Inclusion: PubMatic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

About PubMatic

PubMatic is one of the world’s leading scaled digital advertising platforms, offering more transparent advertising solutions to publishers, media buyers, commerce companies and data owners, allowing them to harness the power and potential of the open internet to drive better business outcomes.

Founded in 2006 with the vision that data-driven decisioning would be the future of digital advertising, we enable content creators to run a more profitable advertising business, which in turn allows them to invest back into the multi-screen and multi-format content that consumers demand.

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