Scaled Delivery Manager, gTech Ads, Customer Support

Job Description

******Role Overview:**As a part of gTech Ads, you will be responsible for providing support and technical services to customers using Googles Ad products. Your role will involve enabling self-help options, setting up accounts, implementing ad campaigns, and offering media solutions to meet customers business and marketing needs. You will collaborate with Sales, Product, and Engineering teams to enhance products and customer experience. Additionally, you will lead vendor teams, optimize processes, and drive automation strategies focusing on the lowest spending customer segment.**Key Responsibilities:**- Drive operations with staffing partners at the workflow level, ensuring key metrics goals and business objectives are achieved.- Track key metrics, deliver business reports, and ensure operational goals are met.- Manage the AI operations strategy, with a focus on automation for the lowest spending customer segment.- Translate business requirements into clear inputs for Engineering teams, coordinating efforts across various teams.- Design and iterate on service workflows to achieve global consistency and efficiency, partnering with vendor teams.**Qualifications Required:**- Bachelors degree or equivalent practical experience.- 7 years of experience analyzing data and generating business insights.- 7 years of experience developing operational process solutions and working with cross-functional teams.- MBA or Masters degree in a related field or CSCMP certification preferred.- 7 years of experience using data analysis to drive decision making.- 7 years of experience building relationships with stakeholders or clients.- Experience in vendor management/operations management.- Understanding of contractual governance, customer service, process quality, and process optimization.- Excellent problem-solving skills and structured thinking ability.**Additional Details:**Google is an equal opportunity workplace and affirmative action employer, committed to providing equal employment opportunities. If you have a disability or special need that requires accommodation, please complete the Accommodations for Applicants form. ******Role Overview:**As a part of gTech Ads, you will be responsible for providing support and technical services to customers using Googles Ad products. Your role will involve enabling self-help options, setting up accounts, implementing ad campaigns, and offering media solutions to meet customers business and marketing needs. You will collaborate with Sales, Product, and Engineering teams to enhance products and customer experience. Additionally, you will lead vendor teams, optimize processes, and drive automation strategies focusing on the lowest spending customer segment.**Key Responsibilities:**- Drive operations with staffing partners at the workflow level, ensuring key metrics goals and business objectives are achieved.- Track key metrics, deliver business reports, and ensure operational goals are met.- Manage the AI operations strategy, with a focus on automation for the lowest spending customer segment.- Translate business requirements into clear inputs for Engineering teams, coordinating efforts across various teams.- Design and iterate on service workflows to achieve global consistency and efficiency, partnering with vendor teams.**Qualifications Required:**- Bachelors degree or equivalent practical experience.- 7 years of experience analyzing data and generating business insights.- 7 years of experience developing operational process solutions and working with cross-functional teams.- MBA or Masters degree in a related field or CSCMP certification preferred.- 7 years of experience using data analysis to drive decision making.- 7 years of experience building relationships with stakeholders or clients.- Experience in vendor management/operations management.- Understanding of contractual governance, customer service, process quality, and process optimization.- Excellent problem-solving skills and structured thinking ability.**Additional Details:**Google is an equal opportunity workplace and affirmative action employer, committed to providing equal employment opportunities. If you have a disability or special need that requires accommodation, please complete the Accommodations for Applicants form.

Keyskills :
Data AnalysisBusiness InsightsVendor ManagementOperations ManagementCustomer ServiceProcess QualityProcess OptimizationStakeholder ManagementAutomationCustomer Journey MappingProgram ManagementStrategy AlignmentOperational ExcellenceOperation