Quality Control Manager, Customer Support, gTech Ads

About the Job

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.

Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

Responsibilities

• Set future proof quality process in line with evolution of Quality Control Manager (QCM) role in the agentic space, frameworks, measures and report outcomes. Track and scale successes, root-cause problems in design/execution and ensure business impact.
• Be able to think big from automation perspective/Machine Learning as relevant to quality and customer experience (CX) overall.
• Drive stakeholder management along with ability of working in a matrixed, cross functional and a truly global and multicultural environment.
• Share quality assurance insights (systemic/outlier issues impacting CX).
• Drive standardization across delivery regions on process and methods so as to ensure consistency in experiences, key performance indicators (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 ads quality.
• 5 years of experience building relationships with stakeholders or clients.
  
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications:

• MBA or Master's degree.
  
• Certification in Operations Six Sigma, COPC or Lean (or other relevant operations coursework).
• 5 years of experience analyzing data and generating business insights in order to guide business decisions.
  
• Experience with data center logistics.
• Knowledge of SQL, expertise in data and insights.
• Automation first mindset/direct experience of AI Ml tools/agentic solutions exposure.