Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 5 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.
  
• 5 years of experience in a technical project management or a customer-facing role.
• Experience in the online media landscape.
• Experience developing customer-focused solutions including: troubleshooting, finding new processes or product features.
  

About the job
gTech Ads Customer Experience organisation is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. In this role, you will have deep product knowledge, provide high quality customer support and 'own' end to end customer solutioning. You will focus on managing troubleshooting tasks, use your analytical and problem solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions and identifying opportunities to proactively improve the customer experience.
You will work with North America's largest customers and own their troubleshooting experience end to end. You will support our LCS teams and our customers, demonstrating a passion for delivering excellent customer service and improving it. You will become a product expert, focused troubleshooting so that the sales teams can concentrate their efforts on client-specific activities. You will be responsible for liaising with internal and external stakeholders to provide two-way communication on customer issues and questions. This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction.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.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $114000 - $164000 (USD) 15% bonus target equity benefits

Learn more about benefits at Google.

Responsibilities

• Deliver outstanding customer service, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Analyze data and insights to identify systemic improvement opportunities; own and execute projects to lead improvements in product, technology, operational process, policy and customer awareness.
• Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving
• Share insights and provide recommendations to our partner teams to advocate product and process improvements. Partner with our Sales, Agency, and other cross-functional partners to own and continuously improve the journey.
• Drive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team. Act as a primary point of contact for product-related inquiries, demonstrating a deep understanding of product functionalities.

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Requisition #: 142328571929469638

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