• Set future proof quality process in line with evolution of quality control manager role in the agentic space, frameworks, measures and report outcomes. Track and scale successes, root-cause problems in design or execution and ensure business impact

• Ability to think big from automation perspective or machine learning (ML) as relevant to quality and customer experience (CX) overall.

• Share quality assurance insights (systemic or outlier issues impacting CX).

• Drive standardization across delivery regions on process and methods so as to ensure consistency in experiences, key performance indicator (KPI) delivery, and leverage economies of scale.

g Tech 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.

• Bachelor's degree or equivalent practical experience.

• 5 years of experience in a customer or client-facing role supporting operations.

• 5 years of experience building relationships with stakeholders or clients.

• 5 years of experience in identifying issues in processes, creating solutions, and working with cross-functional teams to drive those changes.