Scaled Delivery Manager, gTech Ads Customer Support

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience working with, supervising, and managing third party vendor relationships.

Preferred qualifications:

• Experience working with or supporting advertising products like Google Ads (Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc).
• Experience in running customer support operations across voice, chat, and email channels with a focus on process and system improvement.
• Experience in vendor management or operations management, for scaled organizations with thorough understanding of contractual governance.
• Experience with project management, customer service, process quality, and process optimization.
• Experience managing service-level agreements (SLAs), such as Quality, TAT, handle time etc.

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

in this role, you will lead customer support operations for our large and medium ads customers, focusing on achieving key performance metrics like CSAT and SLA adherence. You'll oversee daily operations, analyze performance data, and drive strategic improvements for increased efficiency and effectiveness.

Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

• Ensure key metrics targets and business objectives are met. Draw operational insights and make strategic recommendations to drive improvements to deliver more effective and efficient operations.
• Track key metrics, deliver business reports, and ensure operational targets are met. Lead and inspire vendor teams to provide excellent customer service. Design and iterate on service workflows, ensuring global consistency.
• Work closely with cross-functional teams, including vendor management, sourcing, and strategy and operations.
• Advocate for and deliver on operational needs like agent quality and compliance. Support Vendor Partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management. 
• Drive impact for Google via reducing customer effort, improving operations effectiveness, increased efficiency. Identify areas for Customer and Seller experience improvements, and cost and workflow process optimizations.