Join Google's gTech Ads Customer Experience team as a Service Delivery Manager, playing a pivotal role in operational delivery, AI-first technology integration, and financial governance. You will shape the end-to-end operational strategy, manage budget planning, and assess tool readiness across a global partner network. This position is ideal for a leader focused on driving complex user journeys towards automated and agentic models, overseeing quality assurance, and conducting in-depth quantitative analysis to boost process efficiency.

This role requires a forward-thinking leader capable of translating operational trends into technical requirements, managing an Operating Expenses (OpEx) budget, and collaborating closely with Product and Engineering teams. You'll ensure technical solutions align with real-world performance metrics and contribute to opportunities for everyone, globally. While core operations follow standard business hours, flexibility may be needed for rotational shifts to ensure seamless global customer support, with Google providing comprehensive well-being support.

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

Manage and execute the annual operational expenditure budget, design resource allocation models, evaluate diverse operational scenarios, and oversee partner staffing adjustments in line with financial guidelines.

Oversee minimum quality standards and dedicated partner teams for pre-release testing, User Acceptance Testing (UAT), logic stress testing, and model tuning, ensuring adherence to Google's core customer experience, quality, and safety standards.

Design and implement quantitative studies to quantify time savings from future tool and feature rollouts, partnering with Data Science and product teams to establish standardized measurement assumptions.

Serve as the primary liaison between scaled operations and technical teams, bridging communication and ensuring alignment.

A Bachelor's degree or equivalent practical experience is required.

We are looking for candidates with at least 7 years of experience in data analysis and generating business insights.

Proven expertise is needed in developing operational process solutions and driving change through cross-functional team collaboration, alongside 7 years of experience in a customer or client-facing capacity.

Preferred qualifications include demonstrated expertise in financial modeling, resource planning, building operational scenarios, and collaborating with technical stakeholders. Experience with large-scale global vendor operations and analyzing complex operational metrics to derive actionable insights is highly valued.