Scaled Delivery Manager, Gtech Ads Solutions

1 semana atrás

Lisboa, Portugal Google Inc. Tempo inteiro

Scaled Delivery Manager, gTech Ads Solutionscorporate_fare Google place Lisbon, Portugal
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Minimum 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 to drive these changes.
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 outsourced 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 at scale. 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 of Non-English Europe, Middle East, and Africa (EMEA) operations, you will be managing vendor service providers to deliver performance seamlessly, meeting the metrics and ensuring business continuity.
ResponsibilitiesLead 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.
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

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