Ads Vendor Operations Manager, Global Customer Care
- Not Specified
- Noida, Gurugram
- 3 years ago
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Job Description
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 (SLAs), such as CSAT, Abandon Rate, TRT, Quality
- Experience in vendor management/operations management
Preferred qualifications:
- Experience leading teams, with a focus on metrics and performance
- Ability to build relationships with external partners and internal stakeholders
- Ability to problem-solve, find solutions, create results, and manage projects across multiple stakeholders and geographies with a sense of collaboration and partnership
- Ability to think strategically and make changes to meet strategic needs within an assigned market
- Effective communication skills and the ability to influence
About the job
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.
As a Vendor Operation Manager (VMO), you will manage Ads Global Customer Care (GCC)s support operations in India. You will be responsible for ensuring continued partnership with internal GCC stakeholders, and support the Vendor team in running the Ads support which provides both excellent customer service to our advertisers and flexibility to our Google teams. You will collaborate with cross-functional teams and global stakeholders to shape strategies around Ads operations. In this role, you will be leading programs such as training, onboarding, quality, escalations, and tools.
Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our .
Responsibilities
- Manage Key Performance Indicators (i.e. service levels, customer satisfaction) in a fast-paced and 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 (i.e. quality sampling automation).
- Interact closely with Global Vendor Management Operations, Supplier Sourcing, HR, Legal, and Sales Finance teams to maintain infrastructure, drive efficiency, and secure budget required for delivery of service.
- Launch requirements with vendors, work with vendors to test adequacy of workflow documentation, and communicate need for updates/clarifications to project management and product subject matter experts.
Employement Category:
Employement Type: Full timeIndustry: Internet
Functional Area: Advertising, DM, PR, MR & Event Management
Role Category: Bachelors/ Degree
Role/Responsibilies: Ads Vendor Operations Manager, Global Customer Care
Contact Details:
Company: Google IncLocation(s): Noida, Gurugram
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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 Veter...
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