Join Google's gTech Ads Customer Experience team as a Service Delivery Manager and drive the future of operational delivery, AI technology integration, and financial governance. This role offers a unique opportunity to shape end-to-end operational strategy, manage budgets, and evaluate tools across a global partner network. You will be instrumental in transitioning complex user journeys to automated and agentic models, overseeing quality assurance, and conducting in-depth quantitative analysis to enhance process efficiency.

We are seeking a proactive leader adept at translating operational trends into technical requirements. You will manage operating expenses, collaborate closely with Product and Engineering teams, and ensure technical solutions meet real-world performance metrics. While core operations adhere to business hours, occasional rotational shifts may be necessary to ensure seamless global customer experiences, with comprehensive support provided by Google.

- Lead the comprehensive operational strategy for Google's customer support, with a strong emphasis on scaling automated and agentic solutions. - Manage, track, and execute the annual operational expenditure budget, including designing resource allocation models and evaluating operational scenarios. - Oversee quality frameworks and dedicated partner teams for pre-release testing, user acceptance testing, and model tuning, ensuring adherence to Google's quality and safety standards. - Design and implement quantitative studies to demonstrate time savings from future tool and feature rollouts, partnering with Data Science and product teams for measurement standardization. - Serve as the key liaison between scaled operations and technical teams.

- A Bachelor's degree or equivalent practical experience is required. - Possess 7 years of experience in data analysis and generating business insights. - Demonstrate 7 years of experience in developing operational process solutions and collaborating with cross-functional teams. - Have 7 years of experience in a customer or client-facing role. - Expertise in spreadsheet-based financial modeling, resource planning, and building multi-variable operational scenarios is preferred. - Experience presenting to technical stakeholders and influencing roadmap decisions is a plus. - Familiarity with managing large-scale global vendor operations or outsourced partner networks is advantageous. - Proven ability to analyze complex operational metrics and extract actionable insights is essential.