Scaled Delivery Manager, gTech Ads Customer Support
- 3 - 7 years
- Hyderabad
- 4 months ago
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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; Gurgaon, Haryana, IndiaMinimum qualifications:
Bachelor's degree in HR, Business, a related field, or equivalent practical experience, 7 years of experience in a customer or client-facing role supporting logistics operations, 7 years of experience working in domestic and international environments managing vendors (i-e
, suppliers, manufacturers) or Third-Party Logistics, 5 years of experience managing operations, Preferred qualifications:
Master's degree or MBA, 7 years of experience using data analysis to drive decision making, 7 years of experience building relationships with stakeholders or clients, Knowledge of SQL, analytics and Operations Six Sigma certification or other relevant operations coursework, Excellent problem-solving skills with the ability to apply structured thinking to the work and provide solutions to challenges, 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, In this role, you will lead customer support operations for Google's top large and medium ads customers, focusing on achieving key performance metrics like Customer Satisfaction (CSAT) and Service Level Agreement (SLA) adherence
You will oversee daily operations, analyze performance data, and drive improvements for increased efficiency and effectiveness
This role requires excellent operational leadership, problem-solving skills, and the ability to collaborate with range of stakeholders, Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running
From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible
We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them
We keep our networks up and running, ensuring our users have the best and fastest experience possible, Responsibilities
Drive operations with the staffing partners
Be responsible for ensuring key metrics goals and business objectives are met, Drive impact for Google via reducing customer effort, improving operations effectiveness, increased efficiency to create positive emotion in each interaction
Identify areas for Customer and Seller experience improvements, and cost and workflow process optimizations, Track key metrics, deliver business reports, and ensure operational goals are met
Lead and inspire vendor teams to provide excellent customer service, Ensure the smooth launch of new workflows with vendors
Advocate for and deliver on operational needs like agent quality, and compliance, 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 ,
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: GoogleLocation(s): Hyderabad+ View Contact
Keyskills: data analysis customer satisfaction customer service sqlanalytics customer support
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