Senior Product Support Specialist

BRAND: Publicis Media
Job Function: Product
Location: London, United Kingdom
Experience Level: Management
Workplace Type: Hybrid

Company description

Company Description

Publicis Media harnesses the power of modern media through leading agency brands Dysrupt, Infinite Roar, Publicis Collective, Publicis Health Media, Spark Foundry, Starcom and Zenith, as well as global accelerator PMX; immersive experience group PMCI and access to integrated platform-based technologies and offerings from CJ, Epsilon and Influential.

A key business solution of Publicis Groupe, Publicis Media's digital-first, data-driven global solutions deliver client value anddrive growth in a platform-poweredworld. It is present in over 100 countries with over 23,000 employees worldwide.

Overview

The Growth OS Product Support team is hiring a Product Support Lead to play a critical role in how enterprise platforms are supported, scaled, and improved across the business.

This role sits at the heart of Growth OS and related agency applications, providing operational leadership, strategic oversight, and escalation management across global support activity. While the scope is broad and senior, this is a hands-on operational leadership role, focused on setting standards, improving processes, and ensuring high-quality service delivery across time zones and teams.

You'll work closely with Product, Engineering, and agency stakeholders to shape how support operates, enabling smoother onboarding, stronger adoption, and more consistent experiences for users globally.

Responsibilities

• Provide operational leadership across a globally distributed product support function, influencing priorities, ways of working, and service standards through a dotted-line model
• Define and execute a product support strategy aligned to business goals, user needs, and platform maturity
• Act as a bridge between technical teams, agency stakeholders, and business leads to support onboarding, training, and platform adoption
• Lead early identification, coordination, and resolution of critical escalations, ensuring clear communication and timely outcomes
• Drive continuous improvement across support processes, workflows, and documentation, using data and insight to inform change
• Oversee intake, access, and onboarding processes to ensure requests are routed efficiently with clear accountability
• Support the evolution of service management tooling and workflows, including optimisation and platform transitions

Qualifications

• Demonstrable experience in product operations, programme management, or technical support operations for complex or enterprise platforms
• Strong background acting as a liaison between technical teams, business stakeholders, and end users, managing ambiguity and competing priorities
• Working knowledge of service management or ticketing platforms (e.g. ServiceNow, JIRA Service Desk), with the ability to learn new systems quickly
• Highly organised and operationally minded, comfortable handling high volumes of requests with structure and consistency
• Analytical approach, with experience interpreting data, identifying trends, and driving service or process improvement
• Clear, confident communicator with strong stakeholder management skills across seniority levels and geographies
• Comfortable operating in a global, fast-paced environment, taking ownership and adapting to change without heavy direction

Additional information

Publicis Media offers a wide range of benefits to support our employees. Full details are shared when you join, but highlights include core benefits such as Pension, Life Assurance, and Private Medical cover, alongside enhanced policies like Reflection Days and Shared Parental Leave. You'll also have access to a range of additional initiatives, including:

Please check out the Publicis Career Page which showcases our Inclusive Benefits and our EAG's (Employee Action Groups).

Publicis Groupe works primarily from the office or our clients' office four days per week.

At Publicis Media , we are proud to be an equal opportunities employer. We welcome and encourage applications from people of all backgrounds, and do not discriminate on the basis of race, ethnicity, nationality, religion or belief, disability, age, citizenship, relationship status, sexual orientation, gender identity, or any other protected characteristic.

We are committed to providing a fair, accessible, and inclusive recruitment process. If you have any access needs - for example, related to disability, neurodivergence, or a health condition - please let us know. We'll work with you to ensure the process works for you. Sharing this information will never impact your application.

Guided by our values, we listen with empathy, uplift each other, take responsibility, and embrace change - building a culture where everyone feels seen, respected, and genuinely included.