Service Delivery Manager - Customer Experience & Operations

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.

Preferred qualifications:

• MBA or Master's degree in a related field.
• Certification in Council of Supply Chain Management Professionals (CSCMP).
• 7 years of experience building relationships with stakeholders or clients.
  
• Experience in managing customer support operations across voice, chat, and email channels with a focus on process and system improvement
• Excellent problem-solving skills with the ability to apply structured thinking and logic to your work and provide solutions to issues.

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.

The Scale Delivery team drives excellent customer support operations to deliver value to Google's top customers. Our mission is to deliver 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 drive operations with staffing partners, holding ultimate responsibility for meeting key metric targets and business objectives. You will lead and inspire vendor teams, manage performance through detailed reporting, and drive process optimization.

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.

Responsibilities

• Drive operations with our staffing partners. Ensure key metrics targets and business objectives are met. Draw operational insights and make recommendations to drive improvements to deliver more effective and efficient operations.
• Lead and inspire vendor teams to provide excellent customer service. Run and manage the AI operations strategy, focusing on automation efforts for the lowest spending customer segment in 2026.
• Translate business requirements into clear inputs for engineering teams. Coordinate efforts and align interests across program management, strategy, and engineering teams, requiring stakeholder management.
• Design and iterate on service workflows to achieve global consistency and efficiency. Drive operational excellence in partnership with vendor teams.

Experience Level

Senior Level