Service Delivery Manager - Ads Content and Operations

Service Delivery Manager, Ads Content and Operations Testing

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience in a customer or client-facing role.
• 5 years of experience building relationships with stakeholders or clients.
• 5 years of experience in identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience with global operations in an outsourced business/shared services environment, particularly in client-facing sales or customer service roles managing SLAs, such as Turnaround Times (TATs), Quality, and others.
• 5 years of analytical work experience, understanding customer needs and working with data to identify trends and then develop solutions.
• Experience in project management, customer service, risk management, process quality, and process optimization.

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 Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

Responsibilities

• Drive planning for, and oversee delivery of, day-to-day operations in service of business objectives including key metrics tracking and business reporting ensuring key metrics goals and business objectives are met.
• Collaborate closely with a set of Cross-Functional (XFN) stakeholders (including executives) across global vendor operation teams, Product, Sourcing teams, Go-to-Market (GTM), Human Resources, Legal and Finance.
• Understand the cost of quality and levers to reduce cost without negatively impacting the operations and business requirements.
• Support Vendor Partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation.
• Leverage product insights and business requirements to develop and drive domain-level operations, partner, and scaling strategy.

Experience Level

Mid Level