Scaled Delivery Manager, gTech Ads Customer Support

Minimum qualifications:

• Bachelor's degree in HR, Business or 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 working with or supporting advertising products like AdWords (Search, Display, Shopping, Mobile), Google Analytics, with experience in various online advertising models (Search, Display, Shopping, Mobile, Video, etc).
• 5 years of experience managing operations.

Preferred qualifications:

• Certification in Customer Operations Performance Center (COPC).
• Certification in Project Management Professional (PMP) or Six Sigma.
• Experience with project management, customer service, process quality, and process optimization.
• Experience in SQL, with the ability to identify and recommend internal process improvements.
• Understanding of Machine Learning and Artificial Intelligence applications in support operations.
• Ability to make independent judgments and decisions, especially regarding executive and stakeholder engagement.

About the job

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, along with complex technical and measurement solutions and 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.

Responsibilities

• Act as the primary operations Point of Contact for partners and engage at an executive level. Communicate and advocate initiatives with senior management. Drive all of our business requirements and address issues to reduce escalations.
• Leverage domain insights and business requirements to develop and drive domain-level operations, partner, and scaling strategies.
• Identify areas for Customer and Seller experience improvements, and cost and workflow process optimizations.
• Drive the plan for, and oversee the delivery of, day-to-day customer support operations for Google’s customers including metrics tracking and business reporting. At the workflow level, ultimately responsible for ensuring 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.