Assistant Operation Manager (Digital Marketing)

TDCX; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading digital marketing firm in Kuala Lumpur seeks an Assistant Operations Manager to oversee operations and business performance. The ideal candidate will lead Team Leaders and agents, ensuring SLA compliance, operational excellence, and strategic alignment. Responsibilities include quality assurance for campaigns, client satisfaction, and fostering a collaborative team culture. Candidates should have a degree in Business or related fields, with 5+ years in operations and strong leadership skills.

Qualifications

• Minimum 5 years of experience in operations management within BPO, online advertising, or support functions.
• At least 2 years in a leadership role.
• Understanding of ad-serving technologies and order entry platforms.

Responsibilities

• Lead and manage Team Leaders (TLs) and their teams for campaign execution.
• Ensure quality assurance and traffic management for campaigns.
• Monitor daily ticket/case quotas and manage performance.

Skills

Leadership

Collaboration

Project Management

Client Servicing

Communication

Organizational Skills

Education

Bachelor’s degree in Business, Management, or related field

Tools

MS Office (Outlook, Word, PowerPoint, Excel)

Job description

We are looking for an Assistant Operations Manager in Digital Marketing to take ownership of the operations and business performance. You will oversee Team Leaders (TLs) and agents, ensuring SLA compliance, operational excellence, and strategic alignment with business goals. This includes coaching TLs and agents, managing resources, and driving profitability while maintaining a positive team culture. You will also ensure accurate and timely campaign execution, quality assurance, and client satisfaction.

What is your mission?

Lead and manage Team Leaders (TLs) and their teams to ensure accurate and timely booking and implementation of online campaigns. Provide strategic guidance and support for advertising setup across native products. Ensure quality assurance and traffic management for campaigns, collaborating with QA teams for compliance. Oversee the upload and quality check of creatives at a process level. Monitor and ensure daily ticket/case quotas are met across teams, and manage overall performance effectively. Present mid/end campaign reports to clients, including prioritization and optimizations. Conduct weekly client meetings to demonstrate progress and address escalations. Collaborate with internal departments (QA, Training, BI) to ensure seamless campaign execution and operational excellence. Take ownership of ISO9001 and ISO18295-1 Quality Management System implementation, maintenance, and continual improvement. Step in to manage agents directly when required and provide coaching to both TLs and agents to improve performance. Drive initiatives for client retention and maintain healthy profitability through cost optimization and resource management. Ensure compliance with company policies, quality standards, and regulatory requirements. Foster a positive and collaborative team culture that promotes engagement and high performance.

Key Responsibilities

• Lead and manage Team Leaders (TLs) and their teams to ensure accurate and timely booking and implementation of online campaigns

• Provide strategic guidance and support for advertising setup across native products.

• Ensure quality assurance and traffic management for campaigns, collaborating with QA teams for compliance.

• Oversee the upload and quality check of creatives at a process level.

• Monitor and ensure daily ticket/case quotas are met across teams, and manage overall performance effectively.

• Present mid/end campaign reports to clients, including prioritization and optimizations.

• Conduct weekly client meetings to demonstrate progress and address escalations.

• Collaborate with internal departments (QA, Training, BI) to ensure seamless campaign execution and operational excellence.

• Take ownership of ISO9001 and ISO18295-1 Quality Management System implementation, maintenance, and continual improvement.

• Step in to manage agents directly when required and provide coaching to both TLs and agents to improve performance.

• Drive initiatives for client retention and maintain healthy profitability through cost optimization and resource management.

• Ensure compliance with company policies, quality standards, and regulatory requirements.

• Foster a positive and collaborative team culture that promotes engagement and high performance.

Who are we looking for?

• Bachelor’s degree in Business, Management, or related field.

• Minimum 5 years of experience in operations management within BPO, online advertising, or support functions with minimum 2 years in leadership role.

• Prior experience in tickets/cases and queue management at scale.

• Understanding of ad-serving technologies and order entry platforms.

• Expert knowledge of MS Office (Outlook, Word, PowerPoint, and Excel).

• Excellent English language communication and written skills.

• Ability to interact comfortably with both clients and internal departments.

• Experience in client servicing and presenting data effectively in virtual meetings.

• Excellent collaboration, organizational, and project management skills.

• Ability to manage time, prioritize tasks, and work within deadlines with minimal supervision.