LCS Scaled Delivery Manager, gTech Ads Customer Support

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 Scale Delivery team drives excellent customer support operations to deliver value to Google's top customers. Our mission is to deliver amazing customer experience by running excellent operations at scale by doing this, we are able to help customers succeed by getting the best out of Google Ads products.

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 customer support operations for Google’s top customers including key metrics tracking (e.g., CSAT, SLAs, escalation reduction, quality, cost efficiency, utilization) and business reporting. Draw operational insights and make strategic recommendations to drive improvements to deliver more effective and efficient operations.
• Function as the primary point of contact for partners and engage comfortably at an executive level. Communicate and convert initiatives with senior management, and in the case of operational partners, drive accountability for meeting all of our business requirements and address issues and reduce escalations.
• Manage senior stakeholder relationships with senior support, product/tools and sales teams.
• Leverage domain insights and business requirements to develop and drive domain-level operations, partner, and scaling strategy.
• Identify areas for customer/seller experience improvements, and cost/workflow process optimizations.