The Job

Service Delivery Manager, gTech Ads Customer Experience

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Dataanalys

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I korthet

As a Service Delivery Manager, you will drive the operational strategy for Google's customer support models, focusing on AI and automation. You will manage budgets, oversee quality testing, and conduct quantitative analysis to improve efficiency, acting as a liaison between operations and technical teams.

Ansvarsområden

  • Drive the end-to-end operational strategy for Google's customer support models, with a specific focus on scaling automated and agentic solutions for designated user segments.
  • Manage, track, and execute an annual operational expenditure budget. Design resource allocation models, evaluate multi-variable operational scenarios, and manage partner staffing ramps or transfers in line with budget guidelines.
  • Oversee minimum quality bar frameworks and dedicated partner teams focused on pre-release testing, UAT, logic stress testing, and model tuning. Ensure all systems adhere to Google's core customer experience quality and safety standards.
  • Design and execute quantitative studies to calculate and show the case of managing time savings of future tool and feature rollouts. Partner with Data Science and product teams to standardize measurement assumptions.
  • Act as the liaison between scaled operations and technical teams.

Krav

  • Bachelor's degree or equivalent practical experience.
  • 7 years of experience analyzing data and generating business insights.
  • 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
  • 7 years of experience in a customer or client-facing role.

Önskade kvalifikationer

  • Demonstrated expertise in spreadsheet-based financial modeling, resource planning, and building multi-variable operational scenarios.
  • Experience collaborating with and presenting to technical stakeholders (Product Managers, Engineers, and Executive leaders), including the ability to influence roadmap decisions and hold technical teams accountable to business outcomes.
  • Familiarity with managing large-scale global vendor operations, outsourced partner networks, or shared services environments.
  • Proven ability to analyze complex operational metrics (e.g., Customer Handling Time, deflection, reopen rates, accuracy) to extract actionable insights.

Förmåner

  • Google provides support for any non-standard operational shifts.
  • Equity is granted exclusively and discretionarily by Alphabet Inc.
#Service Delivery#Program Management#Customer Experience#AI#Automation#Budgeting#Quality Assurance#Data Analysis#Vendor Management#Stakeholder Management#Google
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Företag

Google

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Mellannivå

Platser

Hyderabad, India

Gurugram, India

Kvalifikation

Kandidatexamen

Sökande

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