Scaled Delivery Manager, gTech Ads Customer Support

Minimum qualifications :

• Bachelor's degree in HR, Business, a related field, or equivalent practical experience.
• 7 years of experience in a customer or client-facing role supporting logistics operations.
• 7 years of experience working in domestic and international environments managing vendors (i.e., suppliers, manufacturers) or Third-Party Logistics.
• 5 years of experience managing operations.

Preferred qualifications :

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.

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 Customer Satisfaction (CSAT) and Service Level Agreement (SLA) adherence. You will oversee daily operations, analyze performance data, and drive improvements for increased efficiency and effectiveness. This role requires excellent operational leadership, problem-solving skills, and the ability to collaborate with a range of stakeholders.

Responsibilities

Skills Required

Sql, Data Analysis, Operations