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
- Manage global operations for Sellside, ensuring strict adherence to Service Level Agreements (SLAs), high-quality resolution metrics, and seamless follow-the-sun coverage.
- Identify day-to-day operational bottlenecks and implement proactive measures to stabilize delivery and optimize quality.
- Participate in detailed root-cause analysis for known operational roadblocks and support the deployment of preventative guardrails to mitigate recurring issues.
- Troubleshoot operational problems, recommend data-driven solution alternatives, and collaborate with cross-functional teams to execute project workflows.
- Analyze data and volume trends to support operational trade-offs and daily resource allocation decisions.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience building relationships with stakeholders or clients.
- 5 years of experience in a customer or client-facing role in a service delivery organization.
- 5 years of experience in identifying issues in processes and creating solutions, and working with cross-functional teams.
Preferred qualifications:
- Experience in leading training functions.
- Experience assisting in or managing fast-moving technical incidents.
- Experience working with product/engineering or partner teams to improve human workflows through tooling improvements or automation.
- Proficiency in data analysis tools (SQL, dashboards) with a proven track record of using data to drive operational resource allocation and process improvement.
- Understanding of the online advertising landscape, programmatic ecosystems, or publisher monetization platforms.