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
- Set future proof quality process in line with evolution of quality control in the agentic space, frameworks, measures, and report outcomes. Track and scale successes, root-cause problems in design or execution, and ensure business impact.
- Utilize automation perspective or machine learning (ML) for quality and positive customer experience.
- Share quality assurance insights (e.g., systemic or outlier issues impacting customer experience).
- Drive standardization across delivery regions on process and methods so as to ensure consistency in experiences, key performance indicator (KPI) delivery, and leverage economies of scale.
Qualifications
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a customer or client-facing role supporting operations.
- 5 years of experience building relationships with stakeholders or clients.
- 5 years of experience in identifying issues in processes, creating solutions, and working with cross-functional teams to drive those changes.
Preferred qualifications:
- MBA or Master's degree.
- 5 years of experience analyzing data and generating business insights in order to guide business decisions.
- Experience with AI and ML tools or with agentic solutions, with a automation first mindset.
- Knowledge of SQL, data, and insights.
- Excellent stakeholder management skills, with the ability to work in a cross-functional global and multicultural environment.