Service Delivery Manager, Ads Content Operations
Job Summary
Job Description
- 5+ years experience in operations and process excellence
- 5+ years experience in client-facing roles supporting operations
- Experience identifying issues and creating solutions with cross-functional teams
- Project management, customer service, process optimization expertise
- Bachelor's degree or equivalent practical experience
- Experience with c-level executives in a fast-paced environment
- Cross-functional, cross-geographical stakeholder experience
- Business transformation program delivery experience
- Ability to manage short, medium, and long-term priorities
1 skill required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
- 5 years of experience in a customer or client-facing role supporting operations.
- 5 years of experience building relationships with stakeholders or clients.
- 5 years of experience in operations and process excellence.
Preferred qualifications:
- Experience working with c-level executives in a fast paced environment.
- Experience working with cross-functional, cross-geographical stakeholders.
- Ability to deliver business transformation programs in a fast paced and dynamic environment, work through ambiguity, across multiple technology partners.
- Ability to think/deliver for short, medium and long term priorities of the business.
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.
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
- Enable extended workforce ecosystem of vendors/partner teams and support specialists to deliver high quality outcomes. Drive impact for Google via business transformation programs, improving operations effectiveness, increased efficiency to create positive business impact.
- Focus on project management, customer service, process quality and process optimization experience. Deliver KPIs in a fast paced and complex environment across multiple disciplines and time zones. Maintain infrastructure, drive efficiency and secure budgets.
- Support Vendor Partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation. Collaborate closely with cross-functional stakeholders across global Vendor Managed Operations (VMO) teams, Program Managers, Sourcing teams, Go-To-Market, extended workforce, Legal and Sales Finance.
- Launch and land new workflows by working with vendors to test product readiness, adequacy of workflow documentation and infrastructure.
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