Scaled Delivery Manager, Ads Social Engagement

Minimum qualifications:

• Bachelor's degree in Business, Logistics, Operations, Engineering, a related field, or equivalent practical experience.
• 5 years of experience working with, supervising, and managing third party logistics relationships.
  

Preferred qualifications:

• MBA or Master's degree.
• 5 years of experience analyzing data and generating insights for the business decisions.
• Experience in Data center logistics.
• Understanding of Machine Learning and Artificial Intelligence applications in support operations.
  

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.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

• Maintain an understanding of social media community guidelines and etiquette, ensuring all interactions are compliant.
• Escalate critical issues or negative sentiment identified on social media platforms to appropriate internal stakeholders, including the Marketing team.
• Track and report on support activities and user sentiment within the social media platform. Collaborate with internal teams to stay informed on product developments, new features, and other changes related to Ads.
• Ensure issue ownership, coordination and communication across teams for resolution, minimizing negative user and organizational impact. Track issues/escalations throughout the life-cycle of an incident.
• Utilize the prioritization framework to manage key issues. Participate in fostering a positive and helpful online community around the Ads products/services.
  

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 .