Quality Control Manager, gTech

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner. In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).

Responsibilities

• Architect and own future-proof quality frameworks to measure end-to-end customer journeys. Establish robust evaluation criteria for the Customer Experience (CX) of agentic solutions, track scalable successes, root-cause complex systemic issues, and ensure broad business impact.
• Advocate an automation-first strategy by actively developing and deploying tools using AI. Apply a deep understanding of automation to transform quality control, operations, and the day-to-day management of activities.
• Act as a senior advisor and strategic partner in a highly matrixed, cross-functional, and global environment, driving alignment across senior leadership, engineering, and operational teams.
• Drive proactive CX improvements by identifying systemic/outlier issues across both human and agentic workflows, translating complex data into strategic insights that heavily influence product development and operational strategies.
• Evaluate and optimize the application of agentic solutions within operations, ensuring they deliver exceptional customer experiences.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in sales operations, management consulting, business operations, or equivalent strategy and operations experience.
• 7 years of experience analyzing data and generating business insights.
• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications:

• MBA or Master's degree in a related field or CSCMP certification.
• Operations Six Sigma, COPC and LEAN certification (or other relevant operations coursework).
• Experience of AI/ML tools or agentic solutions.
• Expertise in data and insights.
• Knowledge of SQL and analytics.