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.

The Scaled Delivery Manager will manage operations serving Google's customers at scale. In this role, you will be responsible for working with the Managed Service Partner, GOC, LCS, and GCS. You will be a key member of a growing global team dedicated to Google's customer success. You will also be managing vendor service providers to deliver performance seamlessly, meeting the metrics and ensuring business continuity.

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

• Lead operations, inspire vendor teams, enable ecosystems of vendors/partner teams and support specialists to deliver exceptional customer experiences.
• Optimize and maintain processes, ensuring comprehensive training and resources, enable processes like BCP, Agent quality, Compliance, Tools, SMEs, and training creation/delivery management.
• Manage vendor selection, forecasting, resources, and budget, and support vendor partners by communicating and engaging with Google stakeholders and acting as a point of escalation in dispute management.
• Drive impact through efficiency, reduced effort, positive interactions, deliver KPIs, maintain infrastructure, and secure budgets, collaborate with stakeholders, support vendors, and advocate for operational needs.
• Collaborate with cross-functional stakeholders and manage multiple strategic relationships across global vendor management teams, Sourcing teams, Strategy and Operations, Tools and Automation, HR, Legal, and Finance.