Kargo creates breakthrough cross-screen ad experiences for the world’s leading brands and publishers. Every day, our 600+ employees bring the power of their creativity and diversity to radically raise the bar on what mobile, CTV, AI, social, and eCommerce can do to build businesses. Now 20 years strong, Kargo has offices in NYC, Chicago, LA, Dallas, Sydney, Auckland, London and Waterford, Ireland. Humble brag: In 2025, Kargo was recognized as a Best Place to Work by Built In.
Who We Hire
Success takes all kinds. Diversity describes our workforce. Inclusion defines our culture. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, disability or other legally protected status. Individuals with disabilities are provided reasonable accommodation to participate in the job application process, perform essential job functions, and receive other benefits and privileges of employment.
Title: Director, Escalations
Job Type: Full-time; 3 Days In Office
Job Location: New York, NY
Salary Range: $100,000.00 - $160,000.00 (On Target Earning)
The Opportunity
As a Platform Health Lead, you will be responsible for establishing, monitoring, and maintaining the holistic health of our digital platform. You will develop comprehensive strategies to proactively identify, analyze, and mitigate potential risks that could impact platform performance, business metrics, and overall operational excellence.
The Daily To-Do
Platform Monitoring & Observability
- Design and implement robust monitoring frameworks across critical platform metrics
- Develop comprehensive dashboards and alerts for key performance indicators (KPIs) including:
- Response rates
- Win rates
- Margin performance
- Revenue fluctuations
- Latency and performance metrics
- Create early warning systems to detect anomalies and potential performance degradations
⠀Incident Response & Root Cause Analysis
- Establish standardized protocols for investigating and responding to platform health incidents
- Conduct deep-dive root cause analyses for performance drops or significant metric deviations
- Develop and maintain incident response playbooks
- Coordinate cross-functional teams during critical platform health events
- Track, document, and report on incident patterns and resolution strategies
⠀Performance Standards & Best Practices
- Define and document platform health standards and performance benchmarks
- Create comprehensive guidelines for metric thresholds and acceptable performance ranges
- Design automated and manual mechanisms for ongoing platform health assessment
- Develop predictive models to anticipate potential performance issues before they escalate
⠀Continuous Improvement & Strategic Recommendations
- Generate periodic platform health reports with actionable insights
- Recommend architectural improvements, optimization strategies, and risk mitigation approaches
- Collaborate with engineering, product, and business teams to align platform health initiatives
- Develop simulation and stress testing methodologies to proactively assess platform resilience
⠀Tooling & Infrastructure
- Select, implement, and optimize monitoring and observability tools
- Build custom scripts and integrations to enhance platform health tracking
- Maintain and evolve the platform's health monitoring infrastructure
- Evaluate and introduce new technologies for improved platform visibility
Qualifications
- 8+ years of experience in technical support, operations, or customer success management
- Proven track record of building and leading high-performing, globally distributed teams
- Expertise in service-level management, incident triage, and root cause analysis
- Strong understanding of cost optimization strategies and resource allocation models
- Excellent problem-solving, analytical, and decision-making skills
- Passion for talent development and building sustainable career paths
- Experience navigating and influencing cross-functional stakeholders
- Familiarity with the ad-tech industry and Kargo's products and services is a plus
Follow Our Lead
- Big Picture: kargo.com
- The Latest: Instagram (@kargomobile) and LinkedIn (Kargo)
What We Do
Kargo creates breakthrough cross-screen ad experiences for the world’s leading brands and publishers. Every day, our 600+ employees bring the power of their creativity and diversity to radically raising the bar on what mobile, CTV, AI, social, and eCommerce can do to wow consumers and build businesses. Now 20 years strong, Kargo has offices in NYC, Chicago, Austin, LA, Dallas, Sydney, Auckland, London and Waterford, Ireland. Humble brag: In 2024, Kargo was recognized as a Best Place to Work by Built In.
Gallery
Kargo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
