gTech Ads Quality Lead, Customer Growth Solutions

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 10 years of experience in program or project management.
  
• 10 years of experience in people management.
  

Preferred qualifications:

• 2 years of people management experience, with a focus on democratizing knowledge and preparing staff for evolving AI plus human workflows and proven experience in managing and upskilling teams.
• Experience in stakeholder management.
• Practical experience or strong foundational baseline in AI-driven quality solutions.
  
• Demonstrated experience developing quality rubrics, continuous improvement frameworks, or operational governance models.
  
• In-depth knowledge of Google advertising solutions and media landscape both offline and online and proven ability to coach a large team providing media and tech solutions to client’s business needs.
  
• Ability to influence C-level executives.

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.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities

• Design, execute, and scale the overarching gTech Ads Quality program across gTech Ads, establishing long-term quality standards and automation roadmaps.
• Own the evolution, governance, and calibration of the Quality framework, continuously expanding evaluation criteria to different delivery roles.
• Synthesize macro-level quality themes and learnings to identify systemic operational breakdowns and build continuous improvement roadmaps.
• Partner with cross-functional delivery leadership to establish SLA compliance and drive a culture of delivery craftsmanship.
• Advocate the development and integration of AI-powered quality operations and tooling, scaling automated quality control and predictive prevention across complex workflows.