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Head of Process Excellence and Quality Assurance, gTech

Head of Process Excellence and Quality Assurance, gTech

1 Month ago • 15 Years + • Product Management

About the job

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cross-functional

Job Description

The Head of Process Excellence and Quality Assurance at gTech Ads will lead initiatives to improve customer and internal team experiences. Responsibilities include developing and deploying processes to proactively identify issues, partnering with leadership and stakeholders to build scalable processes, mapping global support workflows, designing and optimizing processes for customer centricity, and driving implementation of new processes. The role requires extensive experience in cloud solutions, people management, and strong communication skills to articulate complex compliance concepts. This position focuses on streamlining experiences for millions of advertisers and internal clients while scaling new ideas into standard operating procedures.

Must have:

15+ years experience in customer-facing roles with cloud solutions
Experience in people management and leading technical teams
Bachelor's degree in related technical field
Develop and deploy processes to identify issues proactively
Partner with stakeholders to build scalable processes
Design and optimize processes for customer centricity

Good to have:

Ability to collaborate with cross-functional teams and senior management
Effective communication skills to explain complex compliance requirements

Minimum qualifications:

Bachelor's degree in Computer Science, Mathematics, a related technical field, or equivalent practical experience.
15 years of experience in a customer-facing role working with stakeholders to architect, develop, or maintain cloud solutions in cloud environments.
Experience in people management, including developing and leading technical teams.

Preferred qualifications:

Ability to collaborate and build effective working relationships with cross-functional teams, senior management, regulators, and external stakeholders.
Effective communication skills, with the ability to articulate complex compliance concepts and requirements to audience.

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.

gTechAds enablement strives to empower gTech deliver exceptional customer experience through
(a) product partnership that facilitates a dual feedback loop
(b) process excellence, security and compliance and tooling support
(c) L&D and process enhancements
(d) testing incubation to improve the quality of AI generated creatives

As part of the Process Excellence Team you will be working with a cross-functional group that specializes in creating the smoothest experience for our internal clients and our millions of advertisers while scaling new ideas into Business As Usual programs

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our .

Responsibilities

Deliver against the direction of improving the experiences of customers, partners, or gTech teams and make an impact on our business or team.
Develop and deploy processes and initiatives to proactively identify issues before they are raised by stakeholders.
Partner with gTech Ads leadership and cross functional stakeholders to build scalable foundational processes.
Map global issue type customer support workflows showing client touch points, tools, processes, stakeholders, inputs/outputs, regional differences, etc., and build lasting solutions for improving customer experience.
Design and optimize processes from current state to future state to ensure more customer centricity and drive implementation of new processes and ideas with stakeholders to fruition.

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About The Company

Google

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A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.