July2016_AdOps

Newsletter July 2016 “ A brand for a company is like a reputation for a North America Ad person. You earn reputation by trying to do hard things Operations Newsletter well. “ - Jeff Bezos Please find below the monthly NA Ad Ops Newsletter containing updates from AOS, BLR and SJO operations teams as well as the NA Ad Ops Project Management team. Inside The Issue In 2016, we will provide proactive program updates to: 1, Keep stakeholders/partners engaged and informed on progress; 2, Solicit support and drive partner engagement as needed; and Highlights. We would like to talk about more in detail 3, Address hot topics as they arise through the year. For more of important topics. information, please refer to the NA Ad Ops wiki. What’s new. This section will include the most updated news of AMG: Ad Operations Welcome to NA Ad Operations Recap: -Error logging. The NA Ad Operations team is the operational arm of the Scaled Services org. The team drives operational tasks management, ad Known Issues: We are aware of some product building, continuous improvement and is a knowledge inconveniences that we want to share. center for ad operations products in CST. What’s next for Ops? Transitions coming to iOps To achieve this the AOS team is built upon the framework of the Tiered Support Model. The model takes an Ad Operations Coming Holidays Specialist and assigns them as a lead (also known as a T3) to own a product area (ex: Kindle, Mobile or AAP). An associate on Meet Ariel, the new Sr. Project Manager. the International Operations team (SJO & BLR) is also assigned as a product lead (also known as a T2) and collectively the two leads work in tandem as operational product owners. The new Ad Ops Team, SJO Greetings from sometimes rainy, sometimes sunny Costa Rica. We are the newest team on the block and we would like to introduce ourselves. We are a team of 4 Ad Ops and 9 Designers along with a Visual Design Manager, Andres Caballero and myself: 15 in total but hiring more people as we type. The team is very excited to be part of this awesome family and very much looking forward to working hard with all of you, having lots of fun and writing a lot of lines in our history books. If you ever come to SJO, please stop by to say hi. Our hearts and arms are open. Is Day 1 in Costa Rica.

2/8 Ad Ops Newsletter July 2016 AD OPERATIONS HIGHLIGHTS Outstanding parts of the North America Ad Operations during June - July 2016 To-Do Scrubbing Process: Error/Issue Logging and Review: Through the new error A pre-trafficking scrubbing process has been rolled out to the logging functionality in Salesforce a total of 405 errors have AAP trafficking queue, reviewing the accuracy and complete- been logged across all of CST since 6/1. Errors are being ana- ness of To Dos prior to trafficking. Our initial pilot reduced AAP lyzed on a weekly basis by an error taskforce and an overview time to start by 45% to 1.2 days. We plan on roll out this process with solutions are sent out in a weekly newsletter every Friday. to onsite trafficking, mobile trafficking and forecasting and booking by EOM. IOps Hiring Ramp: The IOps team is currently in full hiring and onboarding mode. We were able to put 6 new associates into pro- duction in June and will have another 12 (BLR + SJO) in production by end of July bringing the total team to 43 by EOM. Onboarding chart can be found below: IOps Hiring: A total of 10 new Associates will be in full production in June and an additional 7 in July across SJO and BLR. San José, Costa Rica (SJO): San José, Costa Rica (SJO): The 4 Associates supporting the San José, Costa Rica will be operational by end of June to execute IMDb Trafficking and Forecasting & Booking requests, provid- ing 24 hour per business day support for these tasks. Training has begun for mobile trafficking with an ETA for full support of by: Andrew Gottlieb. mid-July

July 2016 Ad Ops Newsletter 3/8 Rodeo Migration: and prevent recurrence. A status update will be sent out to the The IOps team has successfully migrated 100% of all onsite group following the meeting. First update attached. booked campaigns to Rodeo as of 5/31. by: Steve Kelly. Operative One Training: Quality Audit Redesign: Operative One Training: Personnel from Operative On 6/1 the IOps team took on a revised QA process. They now One as well as representation from the AOS team perform a comprehensive self-audit alongside a randomly presented 7 training sessions to IOps associates for sampled deep dive audit. Audit findings will be reviewed and NA and EU during the week of July 11th. Blockers actioned on starting in July once there is sufficient data. between current functionality in XSM and future functionality in Op.One were identified and solutions Error/Issue Logging and Review Meeting: are being investigated by the Op.One and project An error logging tool has been rolled out in Salesforce which team. Questions were compiled for a FAQ wiki allows CM/AM’s to log errors. Process details can be found reference page. Training sessions continue for here. Starting 6/6, CM, AM and Ops leadership have a weekly onshore associates through July 22nd . recurring meeting to review the Campaign Issues logged from by: Kat Lehto. the previous week and determine an action plan to resolve WHAT’S NEW UPDATES Below you will find some of the hottest updates and the newest information coming from the Ad Ops barracks. Training PM Update: the functionality testing and setting the program. For the last few months the Training lines live. This represents a significant Program Managers for CST (Lacey streamlining of the process, eliminating Campaign Growth Reporting: Cullison and Heidi Bhise) have been a significant amount of wait time and Erick Martin (T3) working with Sarah working on the Operative.One order back and forth between the two teams. Kwon (PM) in transitioning ISO management system global launch This will save ~1.5 FTE of CM time, the Growth Campaign reporting to IOps. (launching 8/1). This has included reduction in wait time is still being T2 assigned, training complete and logistics, material building and working measured. transition plan in place. Original hand directly with the core project team to by: Kat Lehto. off date was 7/26/16 pushed out to the ensure all users around the global can first week of August. understand and use the new system. Forecasting and Booking: by: Lacey Cullison. Stacey Ellis (T3) working hard with Salesforce Workflow Manager the IOps team to execute all requests. Requirement Gathering Please Test: The team will reject tickets that do Sarah Kwon (PM) working with the The AOS team working with Kelly Wall not follow the trained processes Salesforce team to gather global on the CM team, the Please Test process (Forecasting and Booking Wiki). Sarah requirements for the Salesforce for OnSite trafficking was deprecated. Kwon (PM) working with the Forecasting workflow manager design. Gathering In the new process the CM organization and Booking SMEs to help with training users for Post Launch Verification and is responsible for ensuring the creatives and fill in knowledge gaps. New IOps Line Items Launched process. meet ad policy prior to submitting the members getting trained and ramped by: Sarah Kwon. trafficking To-Do. IOps is responsible for up for Forecasting and Booking

4/8 Ad Ops Newsletter July 2016 Transition and Migration Status Hiring targets are on track to support the upcoming OMS migration. Operative training for IOps is expected to start the week of 7/11, with the migration to continuing through August. by: Steve Kelly. Error Logging Recap - 6/15/16 Please find below your weekly error logging recap for AM’s, CM’s and Ad Operations teams. To help continually improve our cross-team partnerships we have developed error logging mechanisms in Salesforce to capture errors for submission as well as outputs of To-Do’s. Each week a group of representatives from each team review the errors logged, determine how we will remediate and enable mechanisms to prevent them moving forward. For more information on how to submit an error please refer to the error logging wiki. Errors by Vertical Errors by To-do CM Marked Issues/Errors AM Marked Issues/Errors - The biggest CM marked issues/errors seen to date have - There is a high volume of SLA breaches across forecasting centered around SLA’s; primarily across DAR’s, Screenshots and requests. Trafficking at month turn. • Solution: A combination of new hires being put in production • Solution: 1) The first wave of new hires for IOps will be in full by end of month and proactive communication on SLA’s will aid production by EOM and aid with bandwidth constraints. in addressing this issue. 2) In the meantime we are reinforcing the need for proactive communication around SLA’s by Ad Ops teams. - F&B billing settings are incorrect. Agency and PO numbers were not entered. Changes were made to the wrong campaign - Screenshot decks are missing creative. name. • Solution: We are working to develop a process to ensure cre- • Solution: 1) We are combing through SOP’s to find and fill atives are not missed. Will provide details on a roll-out by EOM. gaps.

July 2016 Ad Ops Newsletter 5/8 2) Determining and executing trainings with the effected teams CM/AM teams to reinforce the need for accuracy in F&B request inputs. 2) Shoring up SOP gaps. 3) Determining and executing AOS and IOps Marked Issues/Errors on areas where trainings need to be held. - 9% of all issues logged against AM/CM team’s centered on F&B requests (missing info, IO’s and/or media plans). For additional Ad Operations related inquiries please contact: [email protected] - The remaining issues were logged against missing creative files in trafficking requests and advertisers being provided by: Andrew Gottlieb. incorrectly. • Solution: 1) For all of the above we will be working with the Important Process Updates and Known Issues • SIM Support Schedule and Best Practices: The SIM (Rush Request) program provides support between the hours of 8:30 AM PST and 2:00 PM PST Monday through Friday. Any SIM submitted after that time would be worked on the next business day. There is a two-hour SLA for Ad Ops to confirm receipt of the SIM. In order to move forward with a request, the rush request will need to be 100% actionable with no information missing. • Removed Trafficking Blocker: Please note XSM being pushed to sold is no longer a blocker to traffic campaigns. This process been communicated out to all trafficking teams as of last week and will be followed moving forward. • AAP Mocks: AM, CM and Ops leadership is reviewing the support level and process for AAP mocks. Communication will be sent by 6/24.

6/8 Ad Ops Newsletter July 2016 FOR OPS? WHAT’S NEXT Here’s a preview of the additional transitions coming to IOps through the rest of the year. 2016 IOps Transition Roadmap: (Salmon: training/pilot, green: fully transitioned) AD OPS COMING HOLIDAYS Individual resource and product support can be found here. Upcoming Holidays: August 2nd - Virgin Mary of Los Angeles Day (SJO Only) August 15th - Mother’s Day (SJO Only) August 15th - Independence Day (BLR Only)

July 2016 Ad Ops Newsletter 7/8 MEET OUR NEW SR. PROJECT MANAGER ARIEL SENCIL Ariel joined the team in late June and he’s continuing to progressively on-board, meeting with all key players on each internal team (and mentor) along the way. These meetings have helped him immensely as the same team to ensure rapid graduation by iOps, which should finalize official members with whom he’s met are the key stakeholders for con- migration in early August. Lastly, Ariel has facilitated the en- current projects (see below). As a member of the newly-formed gagement with Connie Shieh (AOS Devices SME) to acquire one North America CST Project Management team, he’s already had additional eInk test device in BLR, which should help iOps field the opportunity to help shape the team’s scope. As a result, more traffic, test and screenshot requests overall in the future. we’ve created an official NA CST Team sprint cadence, consisting of a bi-weekly schedule within SIM to track projects and related AAP improvements and info gathering: tasks. Starting on August 1st, we will officially kick off our Starting from Day One, Ariel has had multiple meetings with regular bi-weekly, in-person sprint meetings to help our team key AOS stakeholders to discuss and review the AAP processes collectively organize, discuss and assign task owners for each as a whole. Starting upstream, he’s looked into the Forecast & projects moving forward. Looking ahead, we plan to create a Booking process and had an initial shadow session with AOS. bi-weekly meeting for internal stakeholders (i.e. iOps PMs and From there, he was able to forecast and book his very first AAP leadership) to provide visibility into prioritization of projects desktop campaign! This session has resulted in an additional moving forward. follow-up, where he will field live requests in real-time. Ariel is confident that this will help provide a first-hand experience eInk trafficking: to dive deeper into the process, while relieving the AOS/iOps With the help of Andrew Gottlieb, Ariel has received buy-off queue. This is very early in the exploration process, but he’s from the BLR iOps teams to move forward with migrating the identified a couple of potential quick wins as a result – more Kindle eInk trafficking tasks offshore. He’s had multiple internal info to come as those are solidified. Moving downstream, Ariel planning meetings with the AOS team to help maintain traction plans to meet with the AOS again to shadow and walk through with migration. AOS has created the standard SOP’s for this the trafficking process in hopes of gathering a well-rounded process and we plan to initiate training this week collectively. sampling of the workflow overall. Following training, Ariel is working with AOS to create test plans We also ask Ariel to share a fun fact of him, with us. This is what he said: “I’m a cheapo (frugality!) and would rather do/ make/fix everything myself if I can help it. For example, I’ve built my own furniture out of reclaimed wood pallets and sew my own clothes.”

“An organization, no matter how well designed, is only as good as the people who live and work in it. ” -Dee Hock Thank you for reading through the Ad Ops Newsletter, July edition 2016. Let’s Keep In Touch