Quality Control Manager - Customer Support, gTech Ads

About The Role

gTech Ads oversees customer support, media, and technical services for a diverse range of clients using Google's advertising products. The team works to maximize customers' benefits from Google Ads by providing support services ranging from self-help and in-product assistance to tailored consultancy and technical solutions for high-profile clients globally. They collaborate closely with Sales, Product, and Engineering teams to enhance product offerings and the customer experience.

Google Ads delivers powerful advertising technologies enabling connections between users, publishers, and advertisers across multiple domains including search, display, shopping, travel, and video. The product suite supports businesses of all scales with tools that produce measurable results, fostering trusted interactions and facilitating Google's large-scale customer engagement.

Key Responsibilities

• Develop and maintain future-proof quality control processes aligned with evolving agentic frameworks, including measurement and reporting of outcomes.
• Analyze successes and challenges in process design and execution to drive actionable improvements with measurable business impact.
• Champion automation and machine learning strategies focused on enhancing quality and overall customer experience.
• Manage stakeholders effectively within a matrixed, global, and multicultural environment.
• Provide insights on quality assurance, identifying systemic and outlier issues affecting customer experience.
• Standardize delivery processes and methodologies across regions to ensure uniform customer experiences, consistent KPI achievement, and gain economies of scale.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• At least five years in customer or client-facing roles supporting ad quality.
• Five years of experience building strong relationships with stakeholders or clients.
• Proven track record of working cross-functionally to identify process issues and implement solutions.

Preferred Qualifications

• MBA or relevant Master's degree.
• Certification in Operations Six Sigma, COPC, Lean, or related operational training.
• Five years of experience analyzing data to create business insights guiding strategic decisions.
• Familiarity with data center logistics.
• Proficient in SQL and data-driven insight generation.
• Experience with AI, machine learning tools, or agentic automation solutions.

Additional Information

Applicants will have the option to indicate their preferred work location from Hyderabad, Telangana, or Gurugram, Haryana, India.

Google is an equal opportunity employer committed to diversity and inclusion. We welcome applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or criminal history as allowed by law. Reasonable accommodations are provided upon request.