Deputy Director Quality

Position Overview: We are seeking an experienced and strategic Deputy Manager – Training to lead and manage training functions for the Google Ads Line of Business under the UMM (Upper Mid-Market) North America portfolio. The role requires strong product expertise in Google Ads, deep understanding of digital marketing ecosystems, and the ability to differentiate Google Ads from other platforms. The candidate will be responsible for managing end-to-end training delivery, ensuring performance improvement across quartiles, and enabling new hire readiness while driving excellence in sales and service capabilities. The ideal candidate will bring a blend of training expertise, analytical problem-solving skills, leadership acumen, and digital marketing knowledge, ensuring training translates into business impact and superior client outcomes. 1) Training & Delivery Excellence) Own the design, development, and delivery of training programs tailored for Google Ads UMM (North America) sales & services teams. b) Develop advanced training content focusing on Google Ads products (Search, Display, Shopping, YouTube, App campaigns), highlighting differentiators from other platforms such as Facebook Ads, LinkedIn Ads, and Programmatic solutions. c) Continuously refine training modules using industry updates, client feedback, and business priorities. d) Ensure training aligns with client expectations, business KPIs, and evolving market dynamics. 2) New Hire Management) Manage comprehensive onboarding programs for new hires, ensuring readiness to handle complex UMM accounts within North America. b) Accelerate new hire productivity through structured assessments, performance monitoring, and personalized coaching plans. c) Reduce early attrition and performance variability by embedding strong product knowledge, sales acumen, and consultative skills during induction. 3) Performance & Quartile Improvement a) Conduct ongoing analysis of agent performance across quartiles, identifying gaps in knowledge, skill, or behavior. b) Implement targeted training and coaching initiatives for middle and bottom quartiles while sustaining excellence among top performers. c) Partner with operations and quality teams to align training strategies with revenue growth, customer satisfaction, and campaign ROI metrics. a) Leverage data-driven insights to measure training effectiveness, learner progress, and post-training performance improvements. b) Conduct root cause analysis on training-related gaps impacting KPIs such as CTR, CVR, Quality Score, or revenue generation. c) Use tools such as Google Analytics, Data Studio, and CRM data to create dashboards and reports that track training ROI. a) Lead, coach, and mentor trainers and SMEs, ensuring delivery consistency and content excellence. b) Foster a culture of collaboration, accountability, and continuous learning across the training function. c) Act as a strategic partner to stakeholders, supporting business initiatives through skill upliftment and training innovation. b) Enable sales specialists to articulate Google Ads' unique value proposition against competitors, focusing on ROI-driven conversations. c) Promote emotional intelligence and resilience in managing UMM clients, ensuring customer-centric engagements. 7) Training Innovation & Nuance a) Incorporate modern learning methods, such as micro-learning, gamification, simulations, and scenario-based training. c) Ensure training programs reflect adult learning principles and drive practical application rather than theoretical knowledge. a) Strong expertise in Google Ads ecosystem (Search, Display, Shopping, YouTube, App). b) Understanding of broader digital marketing platforms and clear articulation of Google Ads' competitive advantages. 2) Training & Coaching a) 6–8 years of experience in training, with at least 2–3 years in a leadership role (Deputy Manager/Assistant Manager). b) Proven record of managing training delivery in sales/pre-sales or digital marketing processes. c) Expertise in instructional design principles, adult learning methodologies, and performance coaching. a) Strong analytical skills with ability to interpret performance data and training metrics. b) Proficiency with data visualization/reporting tools (Google Data Studio, Excel). 4) Leadership & People Management a) Experience managing trainers/SMEs, driving team motivation and professional growth. 6) Other Essential Qualities a) Strategic thinker with a focus on training ROI and business impact. b) Organized, detail-oriented, and able to handle multiple projects simultaneously. 1) Google Ads Certifications (Search, Display, Video, Shopping). 3) Experience with Learning Management Systems (LMS) and digital learning tools. 4) Background in digital marketing or sales training for SaaS, BPO, or client-facing organizations. 1) Be part of a global training organization driving excellence for Google Ads in the North America UMM segment. 2) Opportunity to influence sales performance and customer experience for one of the world's leading digital marketing platforms. 3) Collaborate with top talent across training, operations, and client functions while developing as a training leader. This Deputy Manager role is positioned at the intersection of training leadership, digital marketing expertise, and sales enablement, making it one of the most impactful roles in enabling Google Ads success for UMM North America. Google ads sales, optimization