Scaled Delivery Manager, Gtech Ads Customer Support

Scaled Delivery Manager, gTech Ads Customer Support

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 Google's top large and medium ads customers, focusing on achieving key performance metrics like Customer Satisfaction (CSAT) and Service Level Agreement (SLA) adherence. You will oversee daily operations, analyze performance data, and drive improvements for increased efficiency and effectiveness. This role requires excellent operational leadership, problem-solving skills, and the ability to collaborate with range of stakeholders.

Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible. We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them. We keep our networks up and running, ensuring our users have the best and fastest experience possible.

Minimum Qualifications:

• Bachelor's degree in HR, Business, a related field, or equivalent practical experience.
• 7 years of experience in a customer or client-facing role supporting logistics operations.
• 7 years of experience working in domestic and international environments managing vendors (i.e., suppliers, manufacturers) or Third-Party Logistics.
• 5 years of experience managing operations.

Preferred Qualifications:

• Master's degree or MBA.
• 7 years of experience using data analysis to drive decision making.
• 7 years of experience building relationships with stakeholders or clients.
• Knowledge of SQL, analytics and Operations Six Sigma certification or other relevant operations coursework.
• Excellent problem-solving skills with the ability to apply structured thinking to the work and provide solutions to challenges.

Responsibilities:

• Drive operations with the staffing partners. Be responsible for ensuring key metrics goals and business objectives are met.
• Drive impact for Google via reducing customer effort, improving operations effectiveness, increased efficiency to create positive emotion in each interaction. Identify areas for Customer and Seller experience improvements, and cost and workflow process optimizations.
• Track key metrics, deliver business reports, and ensure operational goals are met. Lead and inspire vendor teams to provide excellent customer service.
• Ensure the smooth launch of new workflows with vendors. Advocate for and deliver on operational needs like agent quality, and compliance.