Job Type
Full Time
Job Details
Minimum qualifications:
Preferred qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience building relationships with stakeholders or clients.
- 3 years of experience in a customer or client-facing role in Digital Marketing, Operations Management or Consulting.
- 3 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams.
Preferred qualifications:
- Six Sigma, COPC or LEAN certification (or other relevant operations coursework).
- 3 years of experience analyzing data and generating business insights in order to guide business decisions.
- 3 years of experience in managing vendor and extended workforce providers.
- Experience using tech and analytics tools, with knowledge of SQL.
- Knowledge of Google Ads, Measurement and Attribution products.
About the jobIn this role, you will manage operations serving Google’s customers . You will be responsible for working with the managed service partner, Google Operations Center(GOC) as well as Googlers in gTech, Large Customer Sales(LCS) and Google Customer Solutions(GCS), acting as a trusted expert in delivering services. You will be a key member of a growing global team dedicated to Google’s customer success.
As a Scaled Delivery Manager, you will be managing vendor service providers to deliver performance seamlessly, meeting the metrics and ensuring business continuity.
As a Scaled Delivery Manager, you will be managing vendor service providers to deliver performance seamlessly, meeting the metrics and ensuring business continuity.
Responsibilities
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. - Lead operations, inspire vendor teams and enable an extended workforce ecosystem of vendors/partner teams and support specialists to deliver exceptional customer experiences.
- Optimize and maintain processes, ensuring comprehensive training and resources. Enable processes like Best Current Practices(BCP), agent quality, compliance, tools, Subject Matter Expert(SMEs) and training creation/delivery management.
- Manage vendor selection, forecasting, resources, and budget. Support vendor partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management.
- Drive impact through efficiency, effort, and interactions. Deliver Key Performance Indicator (KPIs), maintain infrastructure, and secure budgets. Collaborate with stakeholders, support vendors, and advocate for operational needs.
- Collaborate with cross-functional stakeholders and manage multiple strategic relationships across global vendor management teams, sourcing teams, strategy and operations, tools and automation, HR, legal and finance.
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