|Job Description :
||Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Boulder, CO, USA; New York, NY, USA; Chicago, IL, USA.
Bachelor’s degree or equivalent practical experience
5 years of experience in customer-facing operations roles, improving the customer experience and solving their problems
Experience building teams, hiring and developing exceptional people, coaching, mentoring, people management, change management with a proven ability to focus on diversity, equity, and inclusion in your everyday work
Strong understanding of Google’s advertising ecosystem with a focus on DV360, CM360 and / or Studio
Experience in an online advertising role and familiarity with the ad serving industry and internet technologies
Exceptional business acumen with the ability to problem-solve multiple dimensions of complex, business issues while maintaining ability to work in a fast-paced, constantly evolving team environment
About the job
gTech Global Customer Care (gGCC) is a solution-generating effort that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it’s our job to help keep the lights on and the ads fresh.
The gTech gCare team is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting customer support needs, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it’s our job to help keep the lights on and the ads fresh.
As a gCare Product Support Manager you will lead a team of Specialists in AMER who provide outstanding technical customer support. You will play a critical role in making customer care a competitive advantage for Google. This will involve developing efficient workflows, identifying opportunities for seamless support between teams, and designing new services that will provide faster and better support to our customers. You have a passion for excellent customer service and a drive for continuous improvement. You have exceptional leadership, influencing and change management skills. You are ready to work side-by-side your team, motivate and mentor, and drive alignment across teams.
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.
(Colorado only*) Minimum salary of $139,000 – $150,000 + bonus + equity + benefits .
Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
Develop a robust understanding of DV360, CM360 & Studio products to effectively lead your team in AMER
Lead your team to deliver on Service Level Agreements (SLAs) and ensure exceptional customer experience on complex sales/customer inquiries
Resolve, lead through and preempt (where possible) critical troubled cases and/or sales escalations
Engage with cross-functional partners (including VMO, Sales and Product teams) to build relationships and create/deliver insights to drive operational outcomes
Lead and coach your team for performance, development and well-being, while building and driving diverse, inclusive, and equitable team culture and outcomes
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.