Service Delivery Manager, gTech Ads Customer Experience

Minimum qualifications:

• Bachelor's 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 to drive these changes.
• 7 years of experience in a customer or client-facing role.

Preferred qualifications:

• Demonstrated expertise in spreadsheet-based financial modeling, resource planning, and building multi-variable operational scenarios.
• Experience collaborating with and presenting to technical stakeholders (Product Managers, Engineers, and Executive leaders), including the ability to influence roadmap decisions and hold technical teams accountable to business outcomes.
• Familiarity with managing large-scale global vendor operations, outsourced partner networks, or shared services environments.
• Proven ability to analyze complex operational metrics (e.g., Customer Handling Time, deflection, reopen rates, accuracy) to extract actionable insights.

About the job

As a Service Delivery Manager, you will sit at the intersection of operational delivery, AI-first technology integration, and financial governance. In this role, you will lead the end-to-end operational strategy, budget planning, and tool-readiness evaluations across a global partner network.

You will be responsible for driving the transition of complex user journeys toward automated and agentic models, overseeing specialized quality and pre-release testing operations, and conducting deep quantitative analysis to measure process efficiency.

This role requires a proactive leader who can translate operational trends into technical inputs, manage an Operating Expenses (OpEx) budget, and partner closely with Product and Engineering teams to hold technical solutions accountable to real-world performance metrics.

Our core operations primarily follow standard business hours. However, ensuring a seamless customer experience across our global markets is central to our strategy. To solve for critical customer needs and to optimize resolution velocity, you may occasionally be aligned to alternative shifts schedules on a rotational basis. To fully support your well-being, Google provides support for any non-standard operational shifts.

Responsibilities

• Drive the end-to-end operational strategy for Google's customer support models, with a specific focus on scaling automated and agentic solutions for designated user segments.
• Manage, track, and execute an annual operational expenditure budget. Design resource allocation models, evaluate multi-variable operational scenarios, and manage partner staffing ramps or transfers in line with budget guidelines.
• Oversee minimum quality bar frameworks and dedicated partner teams focused on pre-release testing, UAT, logic stress testing, and model tuning. Ensure all systems adhere to Google's core customer experience quality and safety standards.
• Design and execute quantitative studies to calculate and show the case of managing time savings of future tool and feature rollouts. Partner with Data Science and product teams to standardize measurement assumptions.
• Act as the liaison between scaled operations and technical teams.