Scaled Delivery Manager, gTech Ads Solutions
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience building relationships with stakeholders or clients.
- 3 years of experience in a customer or client-facing role in Digital Marketing, Operations Management or Consulting.
- 3 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams.
Preferred qualifications:
- Six Sigma, COPC or LEAN certification (or other relevant operations coursework).
- 3 years of experience analyzing data and generating business insights in order to guide business decisions.
- 3 years of experience in managing vendor and extended workforce providers.
- Experience using tech and analytics tools, with knowledge of SQL.
- Knowledge of Google Ads, Measurement and Attribution products.
About the job
In this role, you will manage operations serving Google’s customers . You will be responsible for working with the managed service partner, Google Operations Center(GOC) as well as Googlers in gTech, Large Customer Sales(LCS) and Google Customer Solutions(GCS), acting as a trusted expert in delivering services. You will be a key member of a growing global team dedicated to Google’s customer success.As a Scaled Delivery Manager, you will be managing vendor service providers to deliver performance seamlessly, meeting the metrics and ensuring business continuity.
Responsibilities
- Lead operations, inspire vendor teams and enable an extended workforce ecosystem of vendors/partner teams and support specialists to deliver exceptional customer experiences.
- Optimize and maintain processes, ensuring comprehensive training and resources. Enable processes like Best Current Practices(BCP), agent quality, compliance, tools, Subject Matter Expert(SMEs) and training creation/delivery management.
- Manage vendor selection, forecasting, resources, and budget. Support vendor partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management.
- Drive impact through efficiency, effort, and interactions. Deliver Key Performance Indicator (KPIs), maintain infrastructure, and secure budgets. Collaborate with stakeholders, support vendors, and advocate for operational needs.
- Collaborate with cross-functional stakeholders and manage multiple strategic relationships across global vendor management teams, sourcing teams, strategy and operations, tools and automation, HR, legal and finance.
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