Manager, gTech Ads Customer Support, Tech CoE
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 10 years of experience in management consulting, technical operations, or in a role involving strategy in operations.
- 3 years of experience in people management.
Preferred qualifications:
- Master’s degree in Business, Legal, Marketing, Finance, Technical, or a related field.
- Experience building and managing global teams, building a compelling vision and inspiring team to excel in a highly dynamic work environment.
- Experience in technical operations and driving the development of technical solutions.
- Experience navigating ambiguity and change management, and ability to manage the most complex business problems from strategy to execution, bringing along multiple stakeholders.
- Experience operating at highly complex organizations, with significant cross-functional, product, marketing, or operational elements.
- Experience in a global organization or managing global 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 for the gTech Ads Customer Support Tech Center of Excellence (CoE), you'll build a specialized team to elevate product quality and technical operations. You'll drive support transformation into a competitive advantage by revolutionizing bug/incident management through faster resolution and proactive mitigation. You'll develop targeted technical solutions aligned with gTech's strategy, collaborating with Product, Engineering, and Operations. You'll lead systemic improvements, foster team expertise, and scale knowledge. You'll navigate senior stakeholders, strategic thinking, product knowledge, and a proactive approach.
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 $168,000-$249,000 + 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
- Act as a strategic thought partner, driving systemic support transformation for your product area and challenging leadership to reimagine the support ecosystem.
- Define and oversee bug resolution strategies, ensuring SLO adherence, analyzing metrics for improvement, and maintaining operational excellence through defined metrics and reporting.
- Lead, empower, and enable a global team, fostering technical skills and product expertise while providing strategic oversight and removing execution roadblocks. Strategically lead high-impact, critical projects from inception, guiding direction before handing off to the team for execution.
- Advocate customer needs while strategically pivoting operations in response to evolving product go-to-market plans and associated complexity.
- Partner with Product CoE and Enablement to design effective programs that scale technical knowledge, diagnostic skills, and best practices across wider support teams.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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