Talent Acquisition Operations Manager

What we do:

Recruiting Operations at The Trade Desk runs on two deliberately separated motions: RUN, which delivers predictable execution of the repeatable work recruiters depend on every day, and CHANGE, which designs and delivers the programs and process improvements that scale globally. The Projects & Programs pillar sits at the intersection. It owns cross-functional delivery and rigor, it owns process, knowledge, adoption, and enablement, and it owns the single front door — the one intake channel through which every TA Ops request arrives, is routed, and is made visible. This role is how that pillar runs day to day. You will own the intake queue, keep the documentation and knowledge layer current and trusted, provide hands-on support across our recruiting systems, and carry the project management rhythm that keeps programs moving. You will be based in New York and provide timezone coverage for our EMEA and APAC teams. This is an individual contributor role with no direct reports. It is a tactical, hands-on role by design: the measure of success is that recruiters get fast, accurate answers, that nothing falls through the cracks, and that the work of improving the function never stalls on operational drag. 

What you'll do:

Request Intake & Queue Management 

• Own the queue day to day. Triage, categorize, and route every incoming TA Ops request to the right pillar and owner, with consistent acknowledgement, clear ownership, and visible status from submission to resolution. 

• Hold the response standard. Meet published acknowledgement and resolution expectations, and flag early when volume or complexity puts them at risk. 

• Improve the intake experience. Refine intake forms and routing logic so requests arrive with the information needed to action them. 

• Report on what the queue is telling us. Track volume, mix, resolution time, and recurring pain points, and surface the patterns that should become process fixes or roadmap items. 

Systems Support (L1 / L2) 

• Be the first line across the stack. Triage and resolve issues in Greenhouse and adjacent tools, diagnosing root cause rather than just clearing the ticket. 

• Handle routine configuration. Make day-to-day configuration changes — job and requisition templates, interview plans, scorecards, approval routing, user permissions, custom fields, notifications — working inside the standards and change-management guardrails set by our Technology & Innovation pillar. 

• Escalate cleanly. Recognize what is yours and what is not. Integrations, data model changes, permissions architecture, vendor issues, and anything requiring code go to Technology & Innovation with a clear, reproducible write-up. 

• Provide global coverage. Be the New York anchor for a globally distributed recruiting team, with practical handoffs and documentation that let EMEA and APAC colleagues self-serve outside your hours. 

Documentation & Knowledge Management 

• Usher in a new era. Rethink the way knowledge management works, by implementing an infrastructure that allows for an easy to navigate, dynamic, and interactive experience for users that they trust and check before they ask. 

• Own the knowledge layer and keep it current. Build the capability to allow for more efficient maintaining a rich knowledge base of SOPs, process maps, runbooks, FAQs, and self-serve content. 

• Document what is real. Capture how the process actually works, including the exceptions and workarounds, not the idealized version. 

Project Management & Delivery Support 

• Run the rhythm. Maintain trackers, timelines, action logs, and RAID items for active programs; schedule and prepare working sessions; chase and close open items. 

• Own workstreams end to end. Take discrete pieces of larger programs and deliver them — including testing, cutover support, and post-launch hypercare. 

• Keep stakeholders informed. Produce clear, honest status updates that make progress and blockers legible without a meeting. 

Change Management & Enablement 

• Land the change, not just the launch. Build the communications, training materials, release notes, and office hours that get a new process or system change adopted. 

• Own adoption. Measure the success (or failure) of adoption, create accountability models, and use those models to hold stakeholders accountable 

• Iterate and improve. Collect and synthesize the data and qualitative feedback to understand blockers to adoption, and turn them into actionable improvements. 

Data Integrity & Operational Reporting 

• Protect the data. Run audits and enforce hygiene standards in Greenhouse and adjacent systems so downstream reporting and AI output are trustworthy. 

• Build the recurring reports. Operational reporting on queue health, request mix, process compliance, and data quality for TA Ops leadership. 

Who you are: 

• 4+ years in Recruiting Operations, HR Operations, People Technology, technical support, or project coordination supporting a Talent or HR function. 

• Hands-on experience administering or configuring an ATS. Greenhouse strongly preferred; comparable experience with Workday Recruiting, SmartRecruiters, Lever, iCIMS, or Ashby considered. 

• Experience owning a request queue, ticket backlog, or service desk — you know how to triage, prioritize, and keep a backlog from becoming a graveyard. 

• Demonstrated documentation ability. You can take a tangled, undocumented process and produce something a new joiner could follow, and you keep it current. 

• Proficiency with project and collaboration tooling — Smartsheet, Jira, Confluence, SharePoint — including building forms, trackers, and workflows rather than only using them. 

• Comfort with data: building reports and dashboards, spotting anomalies, and reasoning about why a number looks wrong. 

• Strong written communication. Much of this role is asynchronous and global; your writing is the product. 

• Highly organized and self-sufficient. You hold many small open threads without dropping them, and you close them out without being chased. 

• Comfort with ambiguity and a service mindset — you treat a frustrated recruiter as a problem to solve, not a problem to deflect. 

Nice to Have 

• Experience supporting a multi-region or globally distributed recruiting team across time zones. 

• Experience with a ticketing or service management platform (Jira Service Management, ServiceNow, Zendesk, or similar). 

• Experience building automations — workflow rules, forms, integrations between tools. 

• Exposure to hiring compliance requirements (GDPR, CCPA, pay transparency, OFCCP) and how they translate into system configuration. 

• Experience in a high-growth, publicly traded, or matrixed global environment. 

• Exposure to AI-assisted recruiting tooling. 

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.