Promotion Services Team - Manager at undefined

About the Role

We are seeking an experienced and motivated Promotion Services Team Manager to oversee the daily operations of our consumer-facing customer service team, our internal validation function, and fulfillment operations related to sweepstakes and promotional programs.

This role plays a critical part in ensuring high-quality consumer interactions, timely and accurate processing of inquiries and submissions, seamless execution and oversight of fulfillment processes (including drawing administration, winner outreach, affidavit/1099 management, prizing logistics, and fulfillment vendor coordination), and the operational excellence of the Promotion Services Team. 

What You’ll Do*

Customer Service & Validation Leadership

• Lead, coach, and develop both on-site and remote customer service and validation teams to ensure high performance and collaboration.
• Set clear goals, provide feedback, and foster a culture of accountability, teamwork, and consumer-first service.
• Oversee daily operations, ensuring timely, accurate handling of inquiries, submissions, and escalations.
• Monitor and optimize workflows, queues, and validation pipelines to maintain efficiency and accuracy.
• Manage scheduling and workload balancing across functions and time zones.

Sweepstakes Fulfillment

• Oversee sweepstakes and promotional program fulfillment.
• Serve as the primary contact for escalated fulfillment questions and issue resolution..
• Evaluate technology platforms and fulfillment processes, collaborating with stakeholders to identify and implement improvements.
• Identify and implement efficiencies and new ways of working to support a growing volume of client projects.

Operational Excellence

• Develop and maintain SOPs, playbooks, and escalation protocols.
• Track and report KPIs including response time, resolution rate, validation accuracy, and customer/winner satisfaction. 
• Identify performance trends, recommend solutions, and present operational updates.

* Subject to change

Qualifications

• Bachelor’s degree in Business, Operations, Communications, or related field (or equivalent experience).
• 7+ years of experience leading teams within customer service, validation, operations, or fulfillment environments, demonstrating sustained success in people management and performance development. 
• Proven ability to lead, coach, and develop high-performing teams in a fast-paced, high-volume deadline-driven environment. 
• Strong communicator and strategic problem solver with a track record of driving process improvements, operational efficiency, and measurable outcomes.
• Hands-on experience with fulfillment operations, customer service platforms (e.g., Freshdesk, Zendesk), and cross-functional collaboration to identify and resolve workflow friction points. 
• Ability to effectively communicate team impact and resource needs to leadership, influencing priorities and support for sustained success.
• Demonstrated empathy, resilience, and leadership presence in elevating team morale and engagement during periods of growth or change.

Working at AMG

We operate in a hybrid model, combining the power of in-person collaboration with the flexibility of remote work. Most team members work from home 2 days per week. We believe great products are built through strong relationships, trust, and a little bit of fun.