Manager, Customer Experience Quality, gCare Operations and Practices
2 years ago Marketing & Communication Gurgaon 78 views Reference: 22477Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience
- 10 years of experience in operations management and global service delivery.
- 5 years of experience in people management.
Preferred qualifications:
- Certifications in Operations Six Sigma or other relevant operations coursework.
- Experience in project management, process quality and improvements.
- Knowledge of programming (SQL).
- Knowledge of one or more Google Ad Products.
- Expertise in managing vendor operations in an agile environment.
- Exceptional communication skills and ability to influence geographical spread out teams.
About the job
Behind every advertising campaign at Google are systems to make it run. Behind those systems are Googlers who advise and partner with our users and customers. As an Advertiser Solutions Consultant you will support clients using our Google Marketing Platform products, including mobile and rich media. Your projects will include business pitches, product implementation and upgrades, and custom solutions. Customers will look to your expertise on product configuration and business processes, combining your deep understanding of Google Marketing Platform products with industry best practices.
In the role of Manager, Vendor Operations in the gCare third-party operators Ads Content Curation organization, you will be leading a team of Partner (Vendor) Operations Managers working from India, Poland and Ghana. You will also be leading a scaled global extended workforce operation with multiple delivery centers across the globe, partnering with multiple suppliers and working in close collaboration with Product Management (PM) and Engineering teams across multiple Product Areas.
The team works on curating ad content and performing data quality checks for the millions of ads that get submitted, and as a Manager in this area, you will be responsible for working closely with the relevant internal teams as a trusted partner to deliver consistently on all key business objectives. This role will also involve developing effective, efficient workflows, and constantly identifying opportunities to eradicate quality issues. You will be expected to have in depth product and process knowledge, manage and inspire the team, influence desired outcomes, and be ready to work side-by-side with your team as you solve problems.
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 a team of Vendor Operations Managers, spread across India, Poland and Ghana. Deliver successful performance on all key operational metrics.
- Think end-to-end about the current extended workforce model, identify areas for improvement, resilience and contribute towards their implementation strategies.
- Identify and solve problems proactively, in driving up efficiencies while safeguarding the quality parameters.
- Own and drive efforts needed to obviate the need for running extensive manual operations with solutions such as Machine Learning and other automation techniques.
- Influence global product teams and cross-functional gTech teams based on the ground truth and work as part of the Ads Content Curation leadership team to drive culture, people development and business strategy.
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