Senior Manager gTech Ads Customer Support

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 15 years of experience in a technical project management or a customer-facing role.
  
• 12 years of experience in leading teams within Technology Support, Operations, Consulting or Digital Ads organization.
  
• Experience leading in customer-support or customer-satisfaction programs.
• Experience in media advertising, working across ad sales/operations in a global function.

Preferred qualifications:

• Experience managing or leading business transformation initiatives with measurable positive impact.
• Exceptional leadership and forward thinking approach, effectively challenging the status quo to support business transformation.
• Proven ability to inspire multidisciplinary teams and foster a high-performance culture.
• Ability to collaborate across organizational boundaries to deliver high-quality results under pressure and within given timelines.
• Excellent presentation skills to drive strategic thinking and big picture outcomes and to bring direction to the work of the team.
• Excellent communication, investigative and leadership skills with the ability to formulate data-driven proposals, with an action.

12 years of experience in leading teams within Technology Support, Operations, Consulting or Digital Ads organization.

About the job

The gTech Ads Customer Support organization provides high quality customer care to our advertisers and sales teams. This support consists of resolving sensitive and complex issues across Google Ads products (e.g., Search, Video, DV3, M&A, Policy, Billing).

The Large Customer Sales (LCS) Support Team within gTech Ads Customer Support is a solution-oriented team that helps our sales teams and segment advertisers. In addition to troubleshooting on the customer side, we work with Sales, Go-To-Market (GTM), vendors and Scaled Delivery Management (SDM), and Engineering teams within Google to develop better tools and services to enhance our products based on the evolving needs of our customers.

As a LCS Customer Support (CS) Senior Manager for EMEA, you will lead the customer experience team providing support to advertisers, partners and sales teams. You will be expected to have deep product and process knowledge, manage and inspire regional teams including vendor operations, influence global stakeholders, and engage with cross-functional partners including GTM, Trust and Safety, Credit Operations and Billing, Product teams and others to constantly evaluate, improve and transform our support model to meet the changing needs of our customers - business agility will be a critical skill.

You will also be expected to bring innovation to core operations so that it can scale. This will involve developing efficient workflows for our premium advertisers, the associated vendor operations, identifying opportunities for seamless support between teams, and designing new services. You have exceptional leadership, influencing, problem solving and change management skills.

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.

Responsibilities

• Empower a team to troubleshoot and resolve Ads issues and escalations from Google's LCS customers and internal LCS sales teams and exceed customer expectations, developing and delivering services at scale across advertisers in EMEA.
• Nurture a customer centric culture of operational excellence and collaboration, providing business agility in managing support operations.
• Own and drive relationships with EMEA LCS Sales teams, and gTech Ads LCS teams, including partnership with LCS gSM teams, with two-way communication, and own the narrative around Customer Support with these leaders.
• Report on jointly agreed-upon KPIs, proactively identifying challenges and trends.
• Manage and deliver on the service metrics (resolution time, quality, turnaround time, escalation rate) for scaled vendor tech and drive exceptional customer satisfaction.