Scaled Delivery Manager, gTech Ads Customer Support

Job Description

Minimum qualifications:

- Bachelor's degree or equivalent practical experience.
- 11 years of experience in a sales management consulting, sales operations, sales leadership, or related role.
- Experience owning the output of a contact center, field operations, and tech support operation, including meeting goals and metrics.

Preferred qualifications:

- MBA or Master's degree.
- Experience with SQL, with the ability to identify and recommend internal process improvements.
- Knowledge of Machine Learning and Artificial Intelligence applications in support operations.
- Ability to interpret data, present it in a meaningful and simple manner, and drive data-based decision making.
- Ability to manage contractual governance, operational cost management, and operations performance reviews (e.g., corrective action, continuous improvement).

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 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.

As the Scaled Delivery Manager for gTech Ads Customer Support, you will lead a team that drives customer support operations to deliver value to Google's customers. You will be the primary point of contact for operations, having ownership and accountability for performance delivery and management of service operations in partnership with Service Partners as well as cross-functional teams (e.g., Quality, Process Excellence, Tools, Risk, etc.).

Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video .

Responsibilities

- Drive planning and oversee delivery of day-to-day customer support operations for Google's customers including key metrics tracking (e.g., CSAT, SLAs, escalation reduction, quality, cost efficiency, utilization) and business reporting.
- Communicate and lead initiatives with senior management, and in the case of operational partners, drive accountability for meeting all business requirements, address issues, and reduce escalations to deliver a positive customer experience.
- Leverage domain insights and business requirements to develop and drive domain-level operations, partner strategy, and scaling strategy.
- Ensure key metric goals and business objectives are met, draw operational insights, and make strategic recommendations to drive improvements in customer experience and to deliver more effective and efficient operations.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .