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Google Hiring for Ads Vendor Operations Lead, Global Customer Care at Gurgaon Full Time
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience
- Experience in customer service, operations, and/or sales, with a focus on process and system improvement
- Experience managing service-level agreements (e.g., CSAT, Abandon Rate, TRT, Quality)
- Experience in vendor management and/or operations management
Preferred qualifications:
- Experience leading teams, with a focus on metrics and performance
- Ability to problem-solve, find solutions, make things happen, and manage projects across multiple stakeholders and geographies with sense of collaboration and partnership
- Ability to think strategically and make changes to meet strategic needs within your assigned market
- Ability to build relationships with external partners and internal stakeholders, and influence
- Effective communication skills
About the job
Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google’s key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.
As an Ads Vendor Operation Lead, you will manage Ads Global Customer Care (GCC) outsourced Google Ads support operations in India. You will be responsible for ensuring continued partnership with internal GCC stakeholders. You will support the Vendor team in running the Ads support which provides both outstanding customer service to our advertisers and flexibility to our Google teams. You will deliver service excellence, ensure operational excellence across this complex set-up, and collaborate with other teams and global stakeholders to shape strategies around outsourced Ads operations.
Additionally, you will lead critical programs such as training, onboarding, quality, escalations, tools and ad hoc projects in order to support Google customers in a high standard, quality and efficiently.
When our millions of advertisers and publishers are happy, so are we! Our Google Customer Solutions (GCS) team of entrepreneurial, enthusiastic and client-focused members are the “human face” of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. We are dedicated to growing the unique needs of advertising companies. Our teams of strategists, analysts, advisers and support specialists collaborate closely to spot and analyze customer needs and trends. In collaboration, we create and implement business plans broadly for all types of businesses.
Responsibilities
- Manage KPIs (e.g., service levels, customer satisfaction) in a fast-paced, complex environment across multiple disciplines and time zones, interact closely with key Google stakeholders to maintain infrastructure, drive efficiency, and secure budget required for delivery of service.
- Support Vendor Partners in communicating and engaging with Google stakeholders, and act as a point of escalation in dispute management.
- Manage critical projects (e.g., Speakeasy, MatchMaker, Quality Sampling Automation, and Issue Tree).
- Interact closely with Global VMO, Supplier sourcing teams, HR, Legal, and Sales Finance to maintain infrastructure, drive efficiency, and secure budget required for delivery of service.
- Act as primary vendor/Google escalation point of contact, launch requirements with vendor, work with vendor to test adequacy of workflow documentation, and communicate need for updates/clarifications to project management and product subject matter experts.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.