Director, gTech Ads Service Delivery Manager

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.

Responsibilities:
Lead with an AI first mindset and transform operations with AI and automation. Deliver scaled media and tech services & solutions through outsourced partners across various segments of advertisers.
Bring product expertise to deliver high quality solutions. Partner with LCS and GCS Ads Solutions lead, own and continuously improve customer satisfaction with scaled services and solutions.
Improve seller experience on services and solutions and focus on impact driven servicing for seller initiated service requests.
Deliver against target cost to serve for each segment. Lead the partnership with the MSP Leadership team to set and manage expectations in alignment with the vision, and ensure they are future ready.
Develop a high performing SDM team and invest in their career development.

Minimum qualifications:
Bachelor's degree or equivalent practical experience.
15 years of experience leading engineering or technical operations teams, marketing analytics, or IT consulting firms while partnering with multiple stakeholders.
10 years of experience leading global teams.
Digital marketing experience with advertisers and agencies.
Experience developing and scaling services in partnership with peer teams and outsourced vendor leadership teams.

Preferred qualifications:
Project management experience or proven ability to deliver across a variety of teams.
Knowledge of advertising solutions and media landscape, both online and offline.
Understanding the full range of Google products, with the ability to coach team members on how to implement and optimize them.
Demonstrate cultural understanding and be comfortable working with global teams.
Ability to lead transformation programs with outsourced partners to increase efficiency and customer satisfaction.
Comfortable with numbers & complex analyses, with the ability to synthesize results, draw conclusions and convert them into business opportunities.