This role focuses on developing and executing advertising and media strategies for clients, specifically within performance marketing using Google Ads. It involves optimizing advertising costs, modernizing digital delivery, and evolving towards tech-enabled media operating models. The position suits a professional with a blend of business strategy acumen and a deep understanding of media and advertising.
Responsibilities
Develop and execute advertising and media strategies to improve client growth, optimize advertising costs, increase speed to market, modernize digital delivery, and evolve towards tech-enabled media operating models
Collaborate with global leaders and cross-functional teams to design process flows, operating structures, transformation roadmaps, and AdTech-enabled solutions that integrate media strategy with broader business objectives
Lead AI-enabled customer experience and media support transformation initiatives for global technology and digital advertising clients, redesigning support operations into predictive, AI-first service models
Act as a Google Ads SME advisory layer for complex advertiser support escalations across Search, Performance Max (PMax), AI Max, campaign diagnostics, policy appeals, conversion/GA4/tagging issues, Merchant Center, billing flows, and advertiser support journeys
Support AI-first advertisers support pilots by evaluating AI-generated guidance, copilot recommendations, workflow routing, knowledge retrieval, and diagnostic flows for accuracy, policy safety, advertiser relevance, and resolution completeness
Analyze advertiser pain points, repeat contacts, case quality defects, campaign performance trends, and escalation patterns to define root causes, resolution playbooks, automation opportunities, and product/process insights
Partner with Product, Policy, Operations, Quality, Training, Knowledge, and AI teams to improve resolution accuracy, update support content, calibrate quality rubrics, enable agents, and close feedback loops into platform and support operations
Build client-ready deliverables including diagnostic playbooks, escalation frameworks, quality scorecards, operating models, pilot governance, KPI dashboards, product insight briefs, and VP/C suite recommendations
Requirements
3-10 years of experience across media/advertising, Google Ads platform support, performance marketing operations, or advertiser support transformation, including hands-on exposure to complex Google Ads troubleshooting or advisory work
Professional experience in strategy consulting (MBB, Big 4, boutique) OR a senior media/advertising function role (Google Ads & Performance Marketing, Media Strategy & Transformation, Advertiser Growth & Campaign Optimization, AdTech Strategy, Paid Media Operations & Platform Enablement, Media Measurement & Attribution Strategy, Customer Acquisition & Media Effectiveness, AI Enabled Advertising & Media Operations)
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Ability to show evidence of independently delivering structured, client-ready outputs: frameworks, strategy decks, operating model assessments, or business cases
Experience in media strategy, digital advertising, customer experience transformation, AdTech consulting, Media strategy, or AI-enabled operations within a consulting firm, technology company, platform ecosystem, or digital media organization
Strong understanding of digital advertising and media ecosystems, including campaign optimization, advertiser support operations, customer engagement strategies, performance marketing, AI-driven media products, and platform-based customer journeys
Advanced hands-on understanding of Google Ads products and advertiser workflows across Search, Performance Max (PMax), YouTube, Display, Shopping, Merchant Center, bidding, audiences, conversion measurement, GA4/GTM, attribution diagnostics, billing, and Ads policy ecosystems
Experience supporting advertisers, agencies, or media operations teams with L2/L3 style case triage, escalation handling, campaign delivery issues, policy appeals, account performance challenges, billing concerns, or platform adoption barriers
Strong familiarity with digital advertising operations and media performance metrics including ROAS, CPA, CTR, conversion lift, attribution, pacing, budget optimization, campaign diagnostics, and advertiser growth levers
Ability to translate complex Google Ads platform issues and recurring support defects into advertiser guidance, internal resolution paths, quality improvements, product/process recommendations, and AI-enabled support strategies
Experience collaborating with advertisers, agency teams, media planners, account managers, product specialists, or customer success stakeholders in fast-paced digital advertising environments
Experience working on strategy and transformation initiatives involving AI-enabled support operations, operating model design, process optimization, customer experience improvement, or digital transformation programs
Familiarity with AI-assisted advertising workflows, automated bidding, AI-generated recommendations, agent assist tools, and GenAI-enabled support operations, including the ability to identify inaccurate, incomplete, outdated, or policy risky AI guidance
Nice to have:
Certifications: Google Ads Search, Google Ads Measurement, Google Analytics 4 (GA4), Google Tag Manager, Campaign Manager 360, DV360, or equivalent digital media/platform certifications
About the Company
The Customer Strategy & Design (CS&D) team is a core part of Deloitte's Customer portfolio, helping organizations reimagine customer engagement, drive growth, and enhance experiences across the lifecycle. They operate at the intersection of strategy, design, and digital transformation, bringing together strategists, designers, analysts, and industry experts. They work with C-level leaders to tackle complex challenges, delivering executable strategies that balance long-term vision with practical implementation.
