Scaled Delivery Manager, gTech Ads Solutions

Role Responsibilities

1. Lead vendor teams to deliver exceptional customer experiences and manage a large-scale extended workforce ecosystem.
2. Optimize and maintain processes, ensuring comprehensive training, resources, and effective agent quality, compliance, and SME management.
3. Manage vendor selection, forecasting, resources, and budget, acting as a point of escalation in dispute management.
4. Collaborate with cross-functional teams to drive efficiency, reduce effort, and deliver KPIs while securing budgets.

Job Requirements

1. 7 years of experience analyzing data and generating business insights.
2. Experience in Six Sigma, COPC, LEAN certification, or relevant operations coursework.
3. Proficiency in tech and analytics tools, including SQL.
4. 2 years of experience managing vendors and extended workforce providers.