Director, Client Services Excellence and Automation

About this role

Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.

At Yahoo DSP, we’re shaping the future of omnichannel advertising. Our platform helps advertisers plan, target, measure, and optimize across channels, powered by proprietary Yahoo O&O data that informs our solutions across the campaign lifecycle, alongside identity and measurement capabilities built for a rapidly evolving media landscape. As Yahoo DSP continues to put agentic AI at the core of the platform, we’re making campaign execution smarter, faster, and more intuitive—allowing our teams to solve complex challenges, drive innovation, and deliver meaningful outcomes for advertisers and agency partners.

About Client Services: The Client Services team is part of our Yahoo Ads Sales organization. Our team’s core pillars are to build advertising relationships, deliver against and grow revenue, and exceed client expectations while driving success against their business. Our team consists of experts on our Demand Side Platform who thrive on finding ways to hit our clients KPI’s and bring their goals to life. These themes also correlate to dedication and passion to stretch, adapt, and build on experiences daily while delivering results our customers can count on in a fast-paced environment. 

Director, Client Services Excellence & Automation As we continue to scale our platform and invest in AI-driven innovation, we are transforming how our Client Services organization operates, enabling teams to work smarter, move faster, and deliver exceptional client outcomes through automation, intelligent workflows, and operational excellence.

We are seeking a strategic, execution-oriented leader to drive operational excellence, enablement, and AI-powered transformation across our Client Services organization. The Director, Client Services Excellence & Automation will play a critical role in defining how our teams scale, building the processes, knowledge systems, and AI-enabled workflows that improve efficiency, accelerate adoption, and enhance the client experience.

Working closely with Solutions, Product, Sales, Operations, and Technology teams, you will identify opportunities to modernize service delivery, streamline workflows, and embed intelligent automation into the tools and processes that support our advertisers, agencies, and client-facing teams.

Key Responsibilities:

Team Leadership & Operational Excellence • Build, lead, and develop a small team spanning enablement, operations, and workflow optimization

• Establish scalable processes, governance frameworks, and service standards across Client Services

• Identify and eliminate operational inefficiencies to improve both employee productivity and client outcomes

• Define, track, and report on KPIs tied to operational performance, enablement effectiveness, and process adoption

Enablement & Knowledge Management • Own onboarding and continuous learning programs that ramp teams quickly and drive ongoing capability development

• Build and maintain a robust library of playbooks, SOPs, training materials, and knowledge resources

• Lead change management efforts that drive adoption of new tools, processes, and service standards across the organization

AI, Automation & Workflow Design • Identify and prioritize opportunities to embed AI, automation, and agentic workflows into Client Services operations

• Partner with technical teams to design, pilot, and scale intelligent workflow solutions

• Define governance standards and best practices for AI-assisted operations, including human-in-the-loop frameworks and responsible deployment

Cross-Functional Leadership • Serve as the connective tissue between Client Services, Operations, Product, Sales, and Technology — translating business needs into scalable, practical solutions

• Lead and influence cross-functional initiatives without direct authority, driving alignment across stakeholders at all levels

• Act as an internal champion for operational innovation, helping the broader organization understand and adopt emerging capabilities

Required Qualifications • 8+ years in Client Services, Customer Success, Enablement, or related functions, with experience modernizing operations through AI and automation

• 3+ years of people leadership, including guiding teams through AI tool adoption and human-AI workflow transitions

• Strong background in process improvement and operational enablement, with hands-on experience deploying AI-powered and agentic workflows

• Excellent communication and stakeholder management skills, with the ability to translate AI/automation concepts for technical and non-technical audiences

• Proven track record leading cross-functional initiatives, including rollouts of agentic tools and LLM-integrated platforms

• Deep experience with AI-enabled tools, workflow automation, and agentic systems including co-pilot interfaces, RAG-based knowledge tools, and multi-step agent pipelines

• Familiarity with CRM, knowledge management, and service platforms, with experience integrating AI capabilities such as intelligent routing and AI-assisted responses

• Background in SaaS, enterprise services, consulting, BPO, or customer operations, ideally within AI product ecosystems or organizations undergoing agentic transformation

The material job duties and responsibilities of this role include those listed above as well as adhering to Yahoo policies ; exercising sound judgment ; working effectively, safely and inclusively with others ; exhibiting trustworthiness and meeting expectations ; and safeguarding business operations and brand integrity.

At Yahoo, we offer flexible hybrid work options that our employees love! While most roles don’t require regular office attendance, you may occasionally be aske

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