Scaled Delivery Manager, gTech

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 5 years of experience in a customer or client-facing support role in operations management.

• 5 years of experience building relationships with stakeholders or clients.

• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications:

• MBA or Master's degree.

• Certification in Operations Six Sigma, COPC, Lean, or other relevant operations coursework.

• 5 years of experience analyzing data and generating business insights in order to guide business decisions.

• Experience using tech and analytics tools, with knowledge on SQL.

• Experience leading operational transformations with a focus on AI automation, process re-engineering (e.g., Six Sigma, Lean) and change management.

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.

As the Scaled Delivery Manager, you will manage operations serving Google’s customers at scale. You will be responsible for working closely with managed service partners as well as Googlers in gTech, LCS, and GCS. You will manage vendor service providers to deliver performance seamlessly, meet metrics, and ensure business continuity driving operations with an AI first mindset.

The Global Business Organization (GBO) is the engine that powers Google’s full ecosystem of products and services to help customers and partners succeed and grow. GBO includes the commercial arms of Ads sellers, business development teams, and customer services and support, as well as overlay programs that enable coordinated engagement with Google's most complex and important customers and partners.

Responsibilities:

• Lead operations, inspire vendor teams, and enable an ecosystem of vendors/partner teams and support specialists to deliver positive customer experiences.

• Optimize and maintain processes, ensuring comprehensive training and resources.

• Drive impact through efficiency driven by AI, automation leading to reduced effort, and positive interactions.

• Collaborate with a set of cross-functional stakeholders and manage multiple relationships across global vendor management teams, sourcing teams, strategy and operations, tools and automation, HR, legal and finance.

• Deliver Key Performance Indicators (KPIs), maintain infrastructure, and secure budgets. Collaborate with stakeholders, support vendors, and advocate for operational needs.