Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role.

Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- 10 years of experience leading scaled operations/Managed Service Providers (MSPs).
- Experience in process optimization methodologies (e.g., Lean, Six Sigma, Value Stream Mapping) to identify bottlenecks and reduce customer effort.
- Ability to drive AI quality assurance and operational automation through prompt engineering, code-based workflow integrations (e.g., using Python, Java, Apps Script, or similar), and the development of Large Language Model (LLM)-powered agents and SQL-backed reporting dashboards.
- Familiarity with digital advertising technology, Google's sellside products (Google Ad Manager, AdMob, AdSense), or technical support environments.

About the job




You will be responsible for defining the future of quality assurance for our sellside support organization balancing the strategic design of our quality framework and the integration of AI tools and agentic technology with the operational execution and vendor management required to maintain high quality standards. You will serve as the independent "connective tissue" across cross-functional teams to resolve customer experience blockers and ensure consistent, high-value support delivery. You will lead the transition from manual, sample-based auditing to a 100% continuous coverage model powered by Gemini, setting a standard for quality operations at Google. You will work directly with gTech Ads Sellside technical support and consulting team, vendor management, Product, Global Partners (GP) Sellside, and regional technical support teams, including training functions to drive product improvements and process redesigns, holding the organization accountable for quality. You are an "AI-first" applic

📌 AI Transformation Lead, Quality and Customer Experience (Hyderabad)
🏢 Google
📍 Hyderabad