Quality Control Manager, gTech

Google Inc.; Hyderabad; Hybrid; INR 2,500,000 - 4,500,000; Full time

Job summary

Google Inc. in Hyderabad, India is seeking aMid-level gTech Ads professional to drive customer experience improvements across the ads product stack. You will architect end-to-end CX evaluation frameworks and champion automation-driven quality control within a global, cross-functional setting.

The role emphasizes partnering with Sales, Product and Engineering to translate data-driven insights into scalable operational changes and measurable business impact.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in sales operations, management consulting, business operations, or equivalent strategy and operations experience.
• 7 years of experience analyzing data and generating business insights.
• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.

Responsibilities

• Architect and own future-proof quality frameworks to measure end-to-end customer journeys. Establish robust evaluation criteria for the Customer Experience (CX) of agentic solutions, track scalable successes, root-cause complex systemic issues, and ensure broad business impact.
• Advocate an automation-first strategy by actively developing and deploying tools using AI. Apply a deep understanding of automation to transform quality control, operations, and the day-to-day management of activities.
• Act as a senior advisor and strategic partner in a highly matrixed, cross-functional, and global environment, driving alignment across senior leadership, engineering, and operational teams.
• Drive proactive CX improvements by identifying systemic/outlier issues across both human and agentic workflows, translating complex data into strategic insights that heavily influence product development and operational strategies.
• Evaluate and optimize the application of agentic solutions within operations, ensuring they deliver exceptional customer experiences.

Skills

Data analysis

Cross-functional teamwork

Mentoring

Problem solving

Education

Bachelor's degree or equivalent

Tools

SQL

Analytics

Job description

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in sales operations, management consulting, business operations, or equivalent strategy and operations experience.
• 7 years of experience analyzing data and generating business insights.
• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications:

• MBA or Master's degree in a related field or CSCMP certification.
• Operations Six Sigma, COPC and LEAN certification (or other relevant operations coursework).
• Experience of AI/ML tools or agentic solutions.
• Expertise in data and insights.
• Knowledge of SQL and analytics.

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.In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).

Responsibilities

• Architect and own future-proof quality frameworks to measure end-to-end customer journeys. Establish robust evaluation criteria for the Customer Experience (CX) of agentic solutions, track scalable successes, root-cause complex systemic issues, and ensure broad business impact.
• Advocate an automation-first strategy by actively developing and deploying tools using AI. Apply a deep understanding of automation to transform quality control, operations, and the day-to-day management of activities.
• Act as a senior advisor and strategic partner in a highly matrixed, cross-functional, and global environment, driving alignment across senior leadership, engineering, and operational teams.
• Drive proactive CX improvements by identifying systemic/outlier issues across both human and agentic workflows, translating complex data into strategic insights that heavily influence product development and operational strategies.
• Evaluate and optimize the application of agentic solutions within operations, ensuring they deliver exceptional customer experiences.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.