Scaled Delivery Manager

Scaled Delivery Manager, gTech Ads Solutions

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines. Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible. We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them. We keep our networks up and running, ensuring our users have the best and fastest experience possible.

Responsibilities

• Lead operations, inspire vendor teams and enable a large-scale extended workforce ecosystem of vendors/partner teams and support specialists to deliver exceptional customer experiences.
• Optimize and maintain processes, ensuring comprehensive training and resources. Enable processes like Business Continuity Planning (BCP), Agent Quality, Compliance, Tools, Subject Matter Experts (SMEs) and training creation/delivery management.
• Manage vendor selection, forecasting, resources, and budget while collaborating with stakeholders, supporting vendors, and advocating for operational needs.
• Drive impact through efficiency driven by AI, Automation leading to reduced effort, and positive interactions and deliver key performance indicators (KPIs), maintain infrastructure, and secure budgets.
• Support vendor partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management.

Key skills/competency

• Scaled Delivery Management
• Vendor Management
• Process Optimization
• Stakeholder Relationship Management
• Cross-functional Collaboration
• Budget Management
• AI and Automation
• KPI Management
• Business Continuity Planning
• Customer Experience