Head Scaled Operations, Ads Customer Experience

Minimum qualifications:

• Bachelor's degree or equivalent practical experience
• 12 years of work experience in the operations and vendor management field, managing multiple vendor partners and/or Global In-house Operations
• 5 years people management experience
• Experience managing third-party and/or in-house contact center operations

Preferred qualifications:

• Experience in customer service, operations with a focus on process and system improvement
• Experience in vendor management/operations management, especially for scaled organizations
• Experience in collaborating with globally distributed cross-functional teams
• Ability to think/deliver for long, short, and medium term priorities of the business

About the job

In this role, you are responsible for all customer support interactions of Google's advertisers across multiple Ad products, in a seamless and effective manner. You will work with stakeholders in both Google and the partner teams to identify the operational performance drivers, identify resource needs and work with various cross-functional teams including global vendor management teams, Sourcing teams, Strategy and Operations, Tools and Automation, HR, Legal, and Finance. You also enable vendor/partner teams in your sites by making data driven decisions and prioritizing the top operational initiatives and changes that can fix the root cause for delivery gaps.

Responsibilities

• Drive impact for Google by reducing customer effort, improving operations effectiveness, increased efficiency to create positive emotion in each customer and agent interaction.
• Deliver key performance indicators (service levels, customer satisfaction) in a fast paced and complex environment across multiple disciplines and time zones.
• Lead and inspire teams (direct and cross-functional) to deliver on the core objectives for the organization.
• Support Vendor Partners in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management.
• Collaborate closely with a complex set of cross-functional stakeholders across global vendor management teams, Sourcing teams, Strategy and Operations, Tools and Automation, HR, Legal, and Finance.

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Google is an American multinational technology company specializing in Internet-related services and products that include online advertising technologies, search, cloud computing, and software. Most of its profits are derived from AdWords, an online advertising service that places advertising near the list of search results