Team Lead, Operations

Provide high-level technical support and consulting to developers, merchants, and internal teams, ensuring adherence to best practices. Install and configure payment APIs (Application Programming Interface) and commerce products, ensuring seamless integration and optimal functionality. Execute test scenarios involving code, software, hardware, devices, and endpoints to verify system performance and reliability. Replicate, document, and escalate potential bugs or issues to the Product Development teams for resolution. Communicate complex technical issues effectively to merchants and internal departments, ensuring clarity and resolution. Deliver a best-in-class, white-glove experience to merchants by providing tailored support and proactive solutions. Diagnose and resolve issues related to APIs, code, services, and network connectivity with precision and efficiency. Manage vendor relationships and coordinate with offshore teams to ensure quality delivery and adherence to SLAs. Develop a system for monitoring deal health, ensuring we are meeting business goals and driving efficiency across all deal types and structures. Ensure quality standards, accuracy, and consistency across all store creation and maintenance workflows. Process Optimization and Best Practices: Build a comprehensive playbook of strategic and tactical best practices for deal management, store creation, and maintenance across the Honey ecosystem. Establish clear communication protocols, performance metrics, and escalation procedures. Performance Tracking and Reporting: Use operational dashboards and performance metrics to monitor team productivity, deal performance, store quality, and vendor SLAs. Manage multiple concurrent initiatives and maintain transparent status tracking for leadership visibility and cross-functional coordination. 3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. 5+ years in operations, programmatic advertising, or related field with direct experience managing paid media campaigns, deals, or similar operational functions. 2+ years leading and managing teams including analysts, operations managers, campaign managers, or similar roles. Proven experience working with contract vendors and/or offshore teams, including performance management, communication protocols, and quality assurance. Strong knowledge of the digital advertising ecosystem, demand-side platforms (DSPs), supply-side platforms (SSPs), and deal structures. Demonstrated ability to manage complex operational workflows with multiple priorities, maintaining consistent performance metrics and operational diligence. Proficiency with data analysis and performance dashboards to derive insights and communicate findings to diverse audiences. Experience with Tableau or similar tools is a plus. Track record of identifying operational inefficiencies, implementing solutions, and scaling processes to support business growth. Attention to detail across budget management, inventory tracking, deal structuring, and quality assurance—essential for maintaining accuracy and operational excellence. Strong communication and stakeholder management skills, with ability to work effectively across time zones and with distributed teams. Familiarity with the Honey business model or consumer cashback/rewards programs. Background in deal operations or programmatic trading.