LCS Scaled Delivery Manager, gTech Ads Customer Support

As a candidate for the position, you should hold a Bachelor's degree in HR, Business, or a related field, or possess equivalent practical experience. With at least 7 years of experience in a customer or client-facing role supporting logistics operations, you are expected to have a strong background in managing vendors in both domestic and international environments, including suppliers, manufacturers, and Third-Party Logistics. Additionally, you should have a minimum of 5 years of experience in managing operations. Preferred qualifications for this role include an MBA or Master's degree in a related field or a CSCMP certification. You should have at least 7 years of experience utilizing data analysis to drive decision-making processes and building relationships with stakeholders or clients. Experience in data center equipment environments or computer component manufacturing, along with knowledge of SQL, analytics, and Operations Six Sigma certification, will be beneficial. Moreover, possessing excellent problem-solving skills and the ability to apply structured thinking and logic to provide solutions to challenges is essential. About The Job: Joining gTech Ads, you will be a part of a team responsible for providing support and technical services for customers across Google's Ad products stack. The team assists customers in maximizing the benefits of Ad and Publisher products by offering services ranging from self-help and in-product support to setting up accounts, implementing ad campaigns, and providing media and technical solutions tailored to clients" needs. Collaborating with Sales, Product, and Engineering teams, you will contribute to the development of solutions and services that enhance product quality and improve client experience. The Scale Delivery team focuses on delivering exceptional customer support operations to Google's top customers with the aim of ensuring their success by optimizing the use of Google Ads products. By maintaining excellent operations at scale, the team helps customers achieve their business goals and get the most out of Google Ads products. Responsibilities: In this role, you will drive the planning and oversee the delivery of day-to-day customer support operations for Google's key customers. This includes tracking key metrics such as CSAT, SLAs, escalation reduction, quality, cost efficiency, and utilization, and providing strategic recommendations to enhance operational effectiveness. Acting as the primary point of contact for partners, you will engage with them at an executive level and communicate initiatives with senior management. You will also manage relationships with senior stakeholders from support, product/tools, and sales teams. Utilizing domain insights and business requirements, you will develop and drive domain-level operations, partner, and scaling strategies. Additionally, you will identify areas for customer/seller experience improvements and work on optimizing cost and workflow processes.,