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Senior Operations Manager, Global Support Services

1 week ago

Taguig, National Capital Region, Philippines Google Full time
About the Job
As a cross-functional and global team, we ensure our customers get the best return on investment with Google. We partner with Sales, Product, and Engineering teams to develop better solutions, tools, and services to improve our products and enhance our client experience.

In this role, you will lead customer support operations for our large and medium ads customers, focusing on achieving key performance metrics like Customer Satisfaction (CSAT) and Service Level Agreement (SLA) adherence. You will oversee daily operations, analyze performance data, and drive strategic improvements for increased efficiency and effectiveness.

Key Responsibilities:
* Ensure key metrics goals and business objectives are met. Draw operational insights and make strategic recommendations to drive improvements to deliver more effective and efficient operations.
* Track key metrics, deliver business reports, and ensure operational goals are met. Lead and inspire vendor teams to provide excellent customer service. Design and iterate on service workflows, ensuring global consistency.
* Work closely with cross-functional teams, including vendor management, sourcing, and strategy and operations.