Scaled Delivery Manager, gTech Ads Solutions

Job Description

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Gurugram, Haryana, India . Minimum qualifications: Bachelor's degree in Business, Logistics, Operations, Engineering, a related field, or equivalent practical experience. 7 years of experience analyzing data and generating business insights. Experience in Six Sigma, COPC or LEAN certification or other relevant operations coursework. Experience using tech and analytics tools, including SQL. Preferred qualifications: 2 years of experience in managing vendors and extended workforce providers. Experience in Digital Marketing, Operations Management and Process Consulting. Knowledge of Google Ads, Measurement and Attribution products. Understanding of Digital Marketing ecosystem and vendor operations. 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 a Scaled Delivery Manager, you will manage operations serving Google’s customers at scale. You will be responsible for working closely with the Managed Service Partner, Google Operations Center (GOC) as well as Googlers in gTech, Large Customer Sales, and Google Customer Solutions, acting as a trusted expert in delivering services. As a Scaled Delivery Manager of Global operations, you will be managing vendor service providers to deliver performance, 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 and enable a large scale extended workforce ecosystem of vendors/partner teams and support specialists to deliver exceptional customer experiences. Optimize and maintain processes, ensuring comprehensive training and resources. Enable processes like Agent quality, Compliance, Tools, Subject Matter Expert (SME) and training creation/delivery management. Manage vendor selection, forecasting, resources, and budget. Support Vendor Partners and extended workforce in communicating with Google stakeholders and act as a point of escalation in dispute management. Drive impact through efficiency, reduced effort, and positive interactions. Deliver KPIs, maintain infrastructure, and secure budgets. Collaborate with stakeholders, support vendors, and advocate for operational needs. Collaborate closely with a set of 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. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.