Quality Control Manager, Customer Support, gTech Ads

Google; Hyderabad; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Google Ads operations in Hyderabad is seeking a seasoned professional to lead quality assurance for ads products. You will shape scalable quality processes, collaborate with Sales, Product, and Engineering, and drive improvements with a data-driven mindset.

The role emphasizes automation, ML concepts, and strong cross-functional collaboration in a global context. Ideal candidates bring 5+ years in customer-facing roles related to ads quality, plus a track record in stakeholder management and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5 years in a customer-facing role supporting ads quality.
• 5 years building stakeholder relationships.
• 5 years identifying issues in processes and driving changes.

Responsibilities

• Set and track quality processes matching QCM role evolution.
• Explore automation and ML to improve CX.
• Manage stakeholders across matrixed, global teams.
• Share insights on systemic/outlier CX issues.
• Standardize delivery across regions for KPI consistency.

Skills

Bachelor's degree

Customer facing

Stakeholder management

Process improvement

Quality assurance

Education

Bachelor's degree or equivalent

MBA or Master's degree

Six Sigma COPC Lean cert

Tools

SQL

AI/ML tools exposure

Data insights

Job description

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Gurugram, Haryana, India.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a customer or client-facing role supporting ads quality.
• 5 years of experience building relationships with stakeholders or clients.
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications:

• MBA or Master's degree.
• Certification in Operations Six Sigma, COPC or Lean (or other relevant operations coursework).
• 5 years of experience analyzing data and generating business insights in order to guide business decisions.
• Experience with data center logistics.
• Knowledge of SQL, expertise in data and insights.
• Automation first mindset/direct experience of AI Ml tools/agentic solutions exposure.

About The Job

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.

Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

Responsibilities

• Set future proof quality process inline with evolution of Quality Control Manager (QCM) role in the agentic space, frameworks, measures and report outcomes. Track and scale successes, root-cause problems in design/execution and ensure business impact.
• Be able to think big from automation perspective/Machine Learning as relevant to quality and customer experience (CX) overall.
• Drive stakeholder management along with ability of working in a matrixed, cross functional and a truly global and multicultural environment.
• Share quality assurance insights (systemic/outlier issues impacting CX).
• Drive standardization across delivery regions on process and methods so as to ensure consistency in experiences, key performance indicators (KPI) delivery, and leverage economies of scale.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .