Service Delivery Manager
Job Summary
Job Description
- Bachelor's degree or equivalent experience
- 2+ years customer-facing role & operations management
- Drive planning & oversee daily operations
- Track key metrics (CSAT, SLAs, Quality, Cost)
- Collaborate with cross-functional stakeholders
- Experience with senior executives
- Cross-functional, cross-geographical stakeholder experience
- Business transformation program delivery
- Work across multiple technology partners
1 skill required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in a customer or client-facing role and operations management.
Preferred qualifications:
- Experience working with senior 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, and work across multiple technology partners.
- Ability to self-initiate and to think/deliver for long, short and medium 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.
gTech Ads Content Operations and Testing (ACOT) team is Google's Center of Excellence for Ads through Expert Raters in Content Operations, Quality Enforcement, Testing and Human Evaluations. Through its deep expertise in scaled operations management, program management and data-driven insights that span the entire product lifecycle, ACOT plays a pivotal role in bringing new ads products to market, ensuring the quality of users’ experiences with ads, and driving business growth. We oversee an expansive global operation that powers Ads’ shift to adopting AI across its portfolio.
Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.
Responsibilities
- Drive planning for, and oversee delivery of, day-to-day operations in service of business objectives including key metrics tracking (e.g., CSAT, SLAs, Quality, Cost per Unit, utilization) and business reporting ensuring key metrics goals and business objectives are met.
- Understand the cost of quality and levers to reduce cost without negatively impacting the operations and business requirements (e.g., reduce operational leakages, manage utilization, eliminate non-productive activities, cross-site synergies, cross-operations synergies, reduce sub-scale operations via service consolidation, automation, deprecation etal).
- Collaborate closely with a complex set of cross-functional stakeholders across global vendor operation teams, Product, Sourcing teams, GTM, HR, Legal and Finance.
- Support external partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation.
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