AI Transformation Lead, Quality and Customer Experience

About the Job

You will be responsible for defining the future of quality assurance for our sellside support organization balancing the strategic design of our quality framework and the integration of AI tools and agentic technology with the operational execution and vendor management required to maintain high quality standards. You will serve as the independent "connective tissue" across cross-functional teams to resolve customer experience blockers and ensure consistent, high-value support delivery. You will lead the transition from manual, sample-based auditing to a 100% continuous coverage model powered by Gemini, setting a standard for quality operations at Google. You will work directly with gTech Ads Sellside technical support and consulting team, vendor management, Product, Global Partners (GP) Sellside, and regional technical support teams, including training functions to drive product improvements and process redesigns, holding the organization accountable for quality. You are an "AI-first" applicant who is willing to develop agents or use AI to automate heavy operational tasks and act as a team multiplier for the team's impact. You will interact face-to-face with Managed Service Providers (MSPs) and our internal vendor management team. You will be responsible for gathering direct feedback, aligning cross-functionally, driving down inaccuracies, and holding vendor operations accountable from an impartial standpoint.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities

• Lead the design, evolution, and oversight of the Sellside Quality Framework, aligning audit criteria with the end-to-end publisher journey.
• Transform traditional manual auditing workflows to AI-powered, continuous baseline audits augmented by targeted human calibration and partner with technical teams to design, test, and implement agentic quality tools to scale audit coverage to 100%.
• Maximize AI reliability and accuracy by designing, testing, and relentlessly optimizing complex system prompts that successfully minimize hallucinations and efficiently handle challenging operational edge cases.
• Drive improvement of partner experiences, identifying areas of opportunity to streamline processes, content and strategy, implement updates etc.
• Manage daily operational activities (reporting, root cause analysis, and feedback loops) required to enforce quality standards and accountability across global vendor operations and Managed Service Providers (MSPs).

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 8 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 10 years of experience leading scaled operations/Managed Service Providers (MSPs).
• Experience in process optimization methodologies (e.g., Lean, Six Sigma, Value Stream Mapping) to identify bottlenecks and reduce customer effort.
• Ability to drive AI quality assurance and operational automation through prompt engineering, code-based workflow integrations (e.g., using Python, Java, Apps Script, or similar), and the development of Large Language Model (LLM)-powered agents and SQL-backed reporting dashboards.
• Familiarity with digital advertising technology, Google's sellside products (Google Ad Manager, AdMob, AdSense), or technical support environments.