Join gTech Ads as a Quality Control Manager, where you'll be instrumental in shaping the future of customer support and technical services for Google's Ad products. This role is crucial for enhancing customer experience across a broad spectrum of Ad and Publisher products, from enabling self-help resources to providing advanced technical and measurement solutions.

Google Ads is dedicated to powering the open internet with innovative technology that creates value for users, publishers, and advertisers. Our teams build diverse advertising products, including search, display, shopping, travel, and video advertising, alongside powerful analytics tools. We focus on creating trusted experiences between people and businesses, empowering growth for all sizes of businesses with effective, measurable advertising solutions.

As a global, cross-functional team, we collaborate closely with Sales, Product, and Engineering to develop cutting-edge solutions, tools, and services. Our mission is to improve products and elevate the client experience, ensuring customers achieve the best possible return on investment with Google and solidifying our position as a trusted partner.

Develop and implement future-proof quality control processes aligned with the evolving landscape of the Quality Control Manager (QCM) role in the agentic space. This includes defining frameworks, measuring outcomes, and reporting on successes while identifying and rectifying root causes of problems in design or execution to ensure significant business impact.

Champion automation and machine learning initiatives relevant to quality and the overall Customer Experience (CX), thinking innovatively about scalability and effectiveness.

Excel in stakeholder management within a matrixed, cross-functional, and globally diverse environment. Effectively communicate quality assurance insights, highlighting systemic issues and outliers that impact CX.

Drive standardization in processes and methodologies across delivery regions. This ensures consistent customer experiences, reliable Key Performance Indicator (KPI) delivery, and leverages economies of scale for operational efficiency.

A Bachelor's degree or equivalent practical experience is required. You should possess a minimum of 5 years of experience in building robust relationships with stakeholders or clients.

Demonstrated experience of 5 years in a customer or client-facing role supporting operations is essential. Furthermore, 5 years of experience in identifying process issues, developing effective solutions, and collaborating with cross-functional teams to implement these changes is expected.

Preferred qualifications include an MBA or Master's degree. Relevant certifications such as Operations Six Sigma, COPC, or Lean, or other pertinent operations coursework, are advantageous. Additionally, 5 years of experience in data analysis and generating actionable business insights is highly valued. Experience with data center logistics and exposure to AI/ML tools or agentic solutions, along with strong SQL knowledge and data insight expertise, will further strengthen your candidacy.