Workflow Manager, Ad Approval Operations

Job Description

This position is based in Hyderabad or Gurgaon, India.

The area: Global Advertising and Product Operations

Users first is not just our motto for Google products -- our Sales teams embrace it, too. The Global Advertising and Product Operations team supports millions of small businesses around the world. As small business experts, we help get these local entrepreneurs on the map, and make sure that every dollar they spend on advertising helps grow their business. Our teams of account managers, strategists, coordinators and customer support specialists work together to create the right solution for each business, no matter its age or size.

The role: Workflow Manager, Ad Approval Operations

Working within our Advertising Operations function, you help the wider Global Advertising & Product Operations team better serve Google's worldwide user base for our AdWords product. This fast-paced sales and support team quickly identifies and resolves customer concerns and contributes to the growth of our programs. You continue to hone your account management and relationship-building skills, supporting some of Google's top advertisers and agencies by providing the best possible service via phone, email, or chat. Your responsibilities range from managing advertiser accounts, developing compelling advertising solutions for brand advertisers, to developing scalable support solutions. You work within a diverse team with colleagues throughout Europe, sharing your advanced knowledge of Google products and advising your clients on the best strategy for them to achieve their desired results. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn. You also boast experience in customer service, sales, marketing, or consulting.

As a Workflow Manager, you will contribute to leading a high-performing support team serving Google's advertisers across the world. This role involves managing a high performing workflow team and an operations team of client service Representatives and Associates across different languages. As the leader of a dynamic global operations team, you will find innovative ways of managing workflow at scale, quickly identify and collaborate on tool and product requirements, work with the Engineering team to build better internal/external systems and leverage existing tools. The responsibilities will include people/process management, global stakeholder management, drive innovation and develop strategic initiatives to support our rapidly growing advertiser base.

Responsibilities:

• Manage a workflow and operations team of Google's highly talented and motivated support Representatives and Associates.
• Manage and drive SLAs and metrics with respect to Ad Approval globally for Googlers and Vendors.
• Provide strategic advice to manage workflow better and provide outstanding customer support to Google's advertisers.
• Collaborate with Specialists, Engineers and Product team members on new feature development and system requirements. Collaborate closely with cross functional and cross geography counterparts especially the Sales team.
• Implement creative ways to improve our client relationships both internally and externally. Decision making on long term capacity building and management. 
  Minimum Qualifications:
• BA/BS/Engineering. In lieu of education, 4 years of relevant experience. 
  Preferred Qualifications:
• 2 years of people management experience in the online industry.
• Strong interpersonal and relationship-building skills conducive to team development as well as excellent creative written and verbal communication skills.
• Excellent problem-solving and analytical skills.
• Search and online advertising and the ability to drive customer satisfaction and revenue through scalable support initiatives.