Join gTech Ads as a Quality Control Manager, where you will be instrumental in shaping the future of customer support and technical services across our extensive Ad products stack. This role is crucial for empowering our customers, from small businesses to large enterprises, to maximize their success with our advertising and publisher products.

We offer a comprehensive suite of services, ranging from self-help resources and in-product assistance to direct support, account setup, campaign implementation, and sophisticated media and technical solutions. Our team partners closely with Sales, Product, and Engineering to innovate and enhance our offerings, ensuring customers achieve optimal ROI and maintain trust in Google. As part of the gTech Users and Products (gUP) team, you'll champion the user experience, advocating for their needs and driving improvements across the product ecosystem.

Architect and lead the development of advanced, future-proof quality frameworks to meticulously measure end-to-end customer journeys. Establish rigorous evaluation criteria for the Customer Experience (CX) of agentic solutions, track scalable successes, and pinpoint root causes of complex systemic issues to ensure significant business impact.

Champion an automation-first strategy by actively developing and deploying AI-powered tools. Leverage a profound understanding of automation to revolutionize quality control, streamline operations, and enhance the daily management of activities.

Serve as a senior advisor and strategic partner within a highly matrixed, cross-functional, and global organizational structure, fostering alignment among senior leadership, engineering, and operational teams.

Drive proactive improvements in CX by identifying systemic and outlier issues across both human and agentic workflows. Translate complex data into strategic insights that significantly influence product development and operational strategies.

Evaluate and optimize the implementation of agentic solutions within our operations, ensuring they consistently deliver outstanding customer experiences.

A Bachelor's degree or equivalent practical experience is essential for this role. You will need at least 7 years of progressive experience in sales operations, management consulting, business operations, or a comparable strategy and operations field.

Proven expertise in analyzing data and generating actionable business insights is a must, alongside 7 years of experience in developing effective operational process solutions. The ability to collaborate effectively with cross-functional teams to drive these changes is also critical.

Preferred qualifications include an MBA or Master's degree in a relevant discipline, or a CSCMP certification. Holding an Operations Six Sigma, COPC, or LEAN certification, or having completed other relevant operations coursework, would be highly beneficial. Experience with AI/ML tools or agentic solutions, combined with expertise in data and insights, and knowledge of SQL and analytics, will set you apart.