LCS Scaled Delivery Manager, gTech Ads Customer Support

Role Overview: As a candidate for the position, you will be responsible for providing support and technical services for customers across Google's Ad products stack. You will be part of the Scale Delivery team, focusing on delivering exceptional customer support operations to Google's top customers. Your role will involve collaborating with Sales, Product, and Engineering teams to enhance product quality and improve client experience. Key Responsibilities: - Drive the planning and oversee the delivery of day-to-day customer support operations for Google's key customers - Track key metrics such as CSAT, SLAs, escalation reduction, quality, cost efficiency, and utilization - Provide strategic recommendations to enhance operational effectiveness - Act as the primary point of contact for partners, engaging with them at an executive level - Manage relationships with senior stakeholders from support, product/tools, and sales teams - Develop and drive domain-level operations, partner, and scaling strategies - Identify areas for customer/seller experience improvements and optimize cost and workflow processes Qualifications Required: - Bachelor's degree in HR, Business, or a related field, or equivalent practical experience - At least 7 years of experience in a customer or client-facing role supporting logistics operations - Strong background in managing vendors in both domestic and international environments - Minimum of 5 years of experience in managing operations - Preferred qualifications include an MBA or Master's degree in a related field or a CSCMP certification - At least 7 years of experience utilizing data analysis to drive decision-making processes - Experience in data center equipment environments or computer component manufacturing is beneficial - Knowledge of SQL, analytics, and Operations Six Sigma certification is a plus - Excellent problem-solving skills and ability to apply structured thinking and logic to provide solutions to challenges,