Scaled Delivery Manager Head, gTech Ads Customer Support
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Minimum qualifications:
- Bachelor's degree in HR, Business or a related field, or equivalent practical experience.
- 13 years of experience working in domestic and international environments.
- 10 years of experience managing operations and leading cross-regional teams.
- 2 years of experience in working on support operations servicing digital ads customers.
- Experience with operational practices, including contractual governance, operational cost management, and operations performance reviews.
Preferred qualifications:
- Master’s degree or equivalent practical experience.
- 13 yeas of experience using data analysis to drive decision making.
- 13 years of experience in managing vendors.
- 13 years of experience in supplier operations and project management.
- 13 years of experience building relationships with stakeholders or clients.
- Knowledge of SQL, analytics and Operations Six Sigma certification.
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.
Responsibilities
- Oversee the development and communication of operational metrics/Key Performance Indicators (KPIs).
- Oversee and assume accountability for the standardization/maintenance of Standard Operating Procedures, process maps, workflow documentation, help resources, and training and certification programs.
- Oversee tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
- Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by overseeing operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operating effectively. Oversee development of operations review process to gain insights into performance and ensure that solutions are identified before issues occur.
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