DayToDay Responsbilities:

• The Quality & Support Project Manager will play a crucial role in supporting product operations for a Local Services Ads development organization.
• This entails utilizing effective project management skills to establish timelines, track progress across multiple workstreams, identify blockers, manage deliverables, and enhance visibility into project risk factors.
• The manager will engage with various internal tools to facilitate product operations, proofread Help Center content, and collaborate with internal teams for external content updates.
• Additionally, responsibilities include conducting online research, summarizing findings, supporting scaled team activities through the development of training materials, evaluating vendor team output, filing bugs, tracking resolutions, and handling basic spreadsheet data tasks such as sorting, counting, and generating visualizations.
• The role also involves assisting in drafting content for internal review, such as creating canned responses for written communications with users by scaled vendor teams. 

Must Have:

• Help improve Adwords account quality and safety
• Identify potential fraudulent actors on Adwords accounts and implement Compliance protocol:
• Categorize based on issue type
• Take measures based on LSA policy and local laws
• Design and implement a new set of rules to prevent future cases
• Instruct the vendor team on new rules
• Manage Escalations on Adwords accounts
• Investigate and provide brief with recommended action to resolve escalations from cross functional teams or local service professionals to address any issue with the Adwords accounts:
• Create investigation briefs
• Provide recommendations for resolving escalation
• Execute on approved recommendations
• Process manual Advertiser refunds
• Check manual Advertiser refunds, summarize manual Advertiser refund rates and metrics for Director approval, maintain dashboard for manual and all refunds, process manual refunds:
• Maintain and update refunds dashboard
• Prepare reports for leadership
• Process manual refunds and address any issues that arises.