Director / Senior Director, Operations - AdWords

Job Description

Maximize Your Impact at Teleperformance Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions. As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow. The Opportunity As an Operations Leader you will be responsible for overseeing Service Delivery for AdWords account and help us continue building our presence within the function. In this role, you will drive the operations & key KPIs of the program while striving towards improvement. You will be an ambassador of the brand and must have the able to deliver on service excellence through profitability and client satisfaction. The Responsibilities & Duties Managing large-scale operations for the AdWords programManaging financial, cost control, and data management requirements of the processImplement company-wide management-approved strategies.Align with seniors, peers, and team to make decisions for operational activities and set strategic goals.Oversee customer support processes and organize them to enhance customer satisfaction.Perform follow-ups with clients and create a close relationship with decision-makers to create newbusiness opportunities.Ensure continuous improvement and propose outside-the-box solutions.Establishes quantitative and qualitative metrics, guidelines, and standards for evaluating the company's efficiency and effectiveness and identifying opportunities for improvement.Reviews, analyses, and evaluates business procedures.Implement policies and procedures that will improve day-to-day operations.Plans direct, control, implement, assess, monitor, and forecast budgets to achieve financial objectives.Communicates and explains new directives, policies, or procedures to managers and meets with entireoperations staff to maintain morale.Improve customer service and satisfaction through policy and procedural changes.Leads coordination and integration of efforts among teams.Projects a positive image of the organization to employees, customers, industry, and community The Qualifications Bachelor’s degree or above preferred.13 years of experience in operations and Customer Experience Management and mandatory experience in ad spaceStrong experience in Customer Success and Customer Sentiment score managementAnalytical thinking, proactive attitude.Strong experience in P&L management, people, and business ManagementMust be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.Excellent organizational and leadership abilities.Working knowledge of data analysis and performance/operation metrics.Flexibility to work in shifts. Pre-Employment Screenings By Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening. Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Applications will not be considered, and no contractual association will be established through such submissions. Diversity, Equity & Inclusion At Teleperformance, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.