Service Delivery Manager - Customer Support Operations

Service Delivery Manager, gTech Ads

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience building relationships with stakeholders or clients.
  
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams.
• 5 years of experience in vendor management/operations management.

Preferred qualifications:

• MBA or Master's degree.
  
• Experience in managing customer support operations across voice, chat, and email channels with a focus on process and system improvement.
• Experience managing service-level agreements (SLAs), such as Quality, TAT, and handle time.
• Experience working with or supporting advertising products like Google Ads (e.g., Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models.
• Understanding of Machine Learning and Artificial Intelligence applications in support operations.
• Ability to have independent judgment and decision making capability, especially in regards to executive and stakeholder engagement.

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.

Our mission is to deliver an amazing customer experience by running excellent operations at scale. By doing this, we are able to help customers succeed by getting the best out of Google Ads products.

In this role, you will lead customer support operations for Google's top large and medium ads customers, focusing on achieving key performance metrics like CSAT and SLA adherence. You will oversee daily operations, analyze performance data, and drive strategic improvements for increased efficiency and effectiveness. This role requires strong operational leadership, problem-solving skills, and collaborate effectively with stakeholders.

Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible. We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them. We keep our networks up and running, ensuring our users have the best and fastest experience possible.

In this role, you will lead customer support operations for Google's top large and medium ads customers, focusing on achieving key performance metrics like CSAT and SLA adherence. You will oversee daily operations, analyze performance data, and drive strategic improvements for increased efficiency and effectiveness. This role requires strong operational leadership, problem-solving skills, and collaborate effectively with stakeholders.

Responsibilities

• Drive exceptional operations with our staffing partners. At the workflow level, ultimately responsible for ensuring key metrics goals and business objectives are met.
• Draw operational insights and make strategic recommendations to drive improvements to deliver more effective and efficient operations.
• Maintain updated documentation and training materials, and identify areas for improvement. Identify areas for customer and seller experience improvements, and cost and workflow process optimizations.
• Work closely with cross-functional teams, including vendor management, sourcing, and strategy and operations. Ensure the smooth launch of new workflows with vendors.
• Work closely with our scaled partner teams (vendors) to coordinate customer journey mapping and gather deep, actionable customer and operational insights.

Draw operational insights and make strategic recommendations to drive improvements to deliver more effective and efficient operations.Maintain updated documentation and training materials, and identify areas for improvement. Identify areas for customer and seller experience improvements, and cost and workflow process optimizations.Work closely with cross-functional teams, including vendor management, sourcing, and strategy and operations. Ensure the smooth launch of new workflows with vendors.

Experience Level

Mid Level