Scaled Delivery Manager
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Minimum 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:
- MBA or Master's degree.
- CSCMP certification.
- Experience in managing customer support operations across all channels along with process and system improvement.
- Experience working with advertising products and Google Analytics along with knowledge of various online advertising models.
- Understanding of Machine Learning and Artificial Intelligence applications in support operations.
- Excellent problem-solving skills with the ability to 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.
Responsibilities
- Drive operations with the staffing partners. Ensure the key metrics goals and business objectives are met. Draw insights and make recommendations to drive improvements to deliver operations.
- Track key metrics, deliver business reports, and ensure goals targets are met. Lead and inspire vendor teams to provide excellent customer service.
- Design and iterate on service workflows, ensuring global consistency. Maintain updated documentation and training materials, and identify areas for improvement.
- Drive impact for Google via reducing customer effort to create positive emotion in each interaction. Identify areas for Customer and Seller experience improvements, and cost and workflow process optimizations.
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