Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 10 years of experience in a technical project management or a customer-facing role.
  
• 3 years of experience in people management.
  

Preferred qualifications:

• 12 years of experience in management consulting, technical operations, or other roles involving strategy in operations.
  
• Experience building and managing global teams, establishing goals, and inspiring teams.
• Experience with ambiguity and change management, and managing business problems from strategy to execution while partnering with multiple stakeholders.
  

About the job
gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

As a Manager of gTech Ads Customer support Tech Center of Excellence, you will build and lead a specialized team dedicated to elevating product quality and Customer support's technical operational capabilities.

Your primary mission is to transform bug and incident management by driving faster, high-quality bug resolution. You will also proactively reduce customer incidents through preemptive detection and analysis. You will develop point tech solutions that directly address operational issues and align with gTech's priorities, contributing to key organizational objectives.

Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

The US base salary range for this full-time position is $174,000-$252,000 bonus equity benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Partner strategically to drive systemic transformation across customer support, leading confidential initiatives and reimagining the future ecosystem to unlock significant value.
• Oversee bug resolution strategies and lifecycles, ensuring strict adherence to Service Level Objectives (SLOs) while analyzing performance metrics to foster continuous improvement and technical excellence.
• Direct global teams of partners, empowering them with product expertise and removing execution roadblocks to maintain connectivity across business-focused initiatives.
• Implement scalable programs alongside Center of Excellence partners, distributing technical knowledge and best practices to enhance diagnostic skills throughout the wider support organization.
• Maintain health metrics and cadences, executing pivots or interventions as product go-to-market complexities evolve to ensure seamless business delivery.

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Requisition #: 100933233574585030

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