Operations Manager

Location: Prakāshamnagar

About Client:
Our Client is a global IT services company headquartered in Southborough, Massachusetts, USA. Founded in 1996, with a revenue of $1.8B, with 35,000+ associates worldwide, specializes in digital engineering, and IT services company helping clients modernize their technology infrastructure, adopt cloud and AI solutions, and accelerate innovation. It partners with major firms in banking, healthcare, telecom, and media.

Our Client is known for combining deep industry expertise with agile development practices, enabling scalable and cost-effective digital transformation. The company operates in over 50 locations across more than 25 countries, has delivery centers in Asia, Europe, and North America and is backed by Baring Private Equity Asia.

Job Title:

Google ad tech product support
Key

Skills:

Quality Assure Lead, Google ADs Manager, GAM, QA Audits, Data Analytics, Stakeholder Communiction, Dashboard Monitoring

Job Location s:  Hyderabad,

Experience:

7  – 10 Years
Budget:  13 – 16 LPA
Education

Qualification:

Any Graduation

Job Description:

The Tech Lead will act as the shift manager / team lead for a dedicated GAM L1 Product Support team, owning end-to-end performance across SLAs, quality, productivity, and team engagement. This role requires strong leadership, operational rigor, and deep domain expertise in Google Ad Manager workflows to ensure seamless case management and superior client experience.

Minimum Qualifications:

● Bachelor's degree in any discipline (technical background preferred).

● 7-10 years of experience in ad tech product support or operations.

● Hands-on experience with Google Ad Manager workflows and troubleshooting. 5+ years in team handling.

● Strong communication and leadership skills.

● Experience in performance management and reporting.
Key

Skills:

● Leadership & Governance:
Ability to manage shift-level operations, drive SLA compliance, and coach team members.

● Operational Excellence:
Skilled in case allocation, ageing management, and escalation handling.

● Analytical

Skills:

Ability to interpret dashboards, identify at-risk cases, and implement corrective actions.

● Communication:
Strong written and verbal skills for internal updates and client-facing interactions.

Key Responsibilities:

● Deep understanding of GAM workflows, including Onshoring and Consult processes.

● Familiarity with ticketing systems and live dashboards.

● Experience in quality audits and calibration with central audit teams.

● Willingness to work in rotational shifts (including weekends and holidays).

● Exposure to KPIs such as SLA adherence, case quality, and team productivity.

● Own end-to-end performance of the team, including SLAs, quality, productivity, and team performance.

● Oversee case allocation and calibrate with triage as required.

● Monitor case ageing and intervene on at-risk and high-priority cases.

● Review all cases for quality and completeness; provide feedback to analysts.

● Act as primary SPOC for all leads for team-level updates.

● Regularly check live case dashboards and update TL/Ops regarding pending or incomplete items.

● Own quality audits for the team and calibrate with central audit teams as needed.

● Understand complete workflows for Onshoring and Consult; lead discussions with external teams with support from TL and Process Lead.

● Own communication quality for the team; work with Comms Lead to conduct audits and provide feedback.

Interested Candidates please share your CV to  [HIDDEN TEXT]