Global Product Specialist, Customer Support Tools

Google - Mountain View, CA4.3

Full-time
Note: By applying to this position your application is automatically submitted to the following locations: Mountain View, CA, USA; Irvine, CA, USA

Minimum qualifications:
Bachelor's degree or equivalent practical experience.
5 years of professional experience in consulting or strategy and operations.
Experience with data-driven product development.
Experience working with technical business stakeholders and users in the digital advertising industry.

Preferred qualifications:
Experience working in a global-scaled operations environment, with an emphasis on continuous process improvement.

Developed negotiation skills, with the ability to influence others while fostering and maintaining key relationships over time.

Demonstrated interest in improving customer experience.
About the job
gTech’s Product and Tools Operations team (gPTO) leverages deep user, operational, and technical insights to innovate Google's Ads products into customer experiences that are so intuitive (or automated) that they require no support at all. gPTO partners closely with gTech’s Support, Professional Services, Product Management, and Engineering teams to innovate and simplify our Ads products and build the productivity tools ecosystem for gTech users.

In this role, you'll advocate for big-picture visions, feature requests and offer product improvements backed by data-driven insights.

As a Global Product Lead for Customer Relationship Management (CRM) Platforms, you will work directly with Product Management (PM), Engineering and User Experience (UX) to design, develop and launch capabilities and improvements to our CRM for servicing customers. You will represent the Ads Service organization, translating their needs into requirements.

You'll use your analytical, communication and negotiation skills, join a fast-paced team that focuses on impact and work cross-functionally with key partners across gTech, Sales, Finance, Product Management, Engineering and UX.
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 solution-oriented trusted advisors support millions of 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

Partner with cross-functional stakeholders to understand key business needs.

Set the vision and strategy for platform/tools, identify strategic solutions and influence the roadmap.

Own the delivery, performance and user satisfaction of tool components and features.

Articulate prioritized business needs clearly to Product Management teams and influence the roadmap to address them.

Ensure transparency around systems development, providing key information to communicate and educate the business on capabilities and investments.
At Google, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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 emailing candidateaccommodations@google.com .