Join Google's gTech Ads Customer Experience team as a Service Delivery Manager and play a pivotal role in shaping operational strategies, integrating AI-first technologies, and ensuring financial governance across a global partner network. This role is central to driving the transition of user journeys towards automated and agentic models, while meticulously overseeing quality and pre-release testing.

You will be a proactive leader, translating operational trends into impactful technical requirements and managing operating expenses. Close collaboration with Product and Engineering teams is essential to ensure technical solutions meet real-world performance metrics.

While our core operations align with standard business hours, flexibility may be required for rotational shifts to ensure seamless global customer experiences and optimize resolution velocity, with comprehensive support provided for any non-standard schedules.

Spearhead the complete operational strategy for Google's customer support models, emphasizing the scaling of automated and agentic solutions for specific user segments.

Manage, monitor, and execute the annual operational expenditure budget. Develop resource allocation models, assess multi-variable operational scenarios, and oversee partner staffing adjustments in accordance with budget guidelines.

Supervise minimum quality bar frameworks and dedicated partner teams responsible for pre-release testing, user acceptance testing (UAT), logic stress testing, and model refinement. Ensure all systems uphold Google's fundamental customer experience quality and safety standards.

Design and implement quantitative studies to demonstrate and calculate time savings from future tool and feature rollouts. Collaborate with Data Science and product teams to establish consistent measurement assumptions.

Serve as the primary 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 actionable business insights.

Demonstrate 7 years of experience in developing operational process solutions and driving these changes through cross-functional team collaboration.

Accumulate 7 years of experience in a customer or client-facing role.

Preferred qualifications include expertise in spreadsheet-based financial modeling, resource planning, and building multi-variable operational scenarios. Experience collaborating with and presenting to technical stakeholders, including Product Managers, Engineers, and Executive leaders, with the ability to influence roadmaps and hold technical teams accountable for business outcomes is also highly valued. Familiarity with managing large-scale global vendor operations, outsourced partner networks, or shared services environments is beneficial. A proven ability to analyze complex operational metrics such as Customer Handling Time, deflection, reopen rates, and accuracy to derive actionable insights is essential.