The Google Technical Services Consumers team is on a mission to delight the hundreds of millions of consumers who rely on our flagship products like Gmail, Android, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Google to make our products and policies better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google.
The Digitization Services team will provide partner management services, subject matter expertise and management of various digitization operations in support of multiple Google product areas. We support innovative products like Google Books and other scanning initiatives for Google Arts & Culture, YouTube and others. Our team works with a multitude of internal and external partners to create assets that users can interact with on various Google properties. You will find meaning in being a critical link between Google and large international libraries that provide us with the millions of books we need to provide access to human knowledge to our users.
Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, it’s got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Google’s products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.
Work with libraries to ensure their comfort and participation with the Google Books library project; lead periodic, scheduled calls to ensure that projects are on track and to raise concerns as they come up.
Advocate on behalf of libraries to Google and on behalf of Google to libraries; connect library partners to other groups/project teams at Google as appropriate.
Act as main point of contact for issues relating to the library scanning project and other partnerships.
Troubleshoot issues ranging from book acquisition to return and display of digitized objects, file bug reports and work with the engineering and support teams to resolve them.
Work to build a complete understanding of the entire Google Books process. From a technical, operations, and partnerships perspective; develop deep area expertise across all aspects of the project.
Bachelor's degree in a technical, humanities background or equivalent practical experience.
Experience in library science; cataloging, library policy, procedures and terminology.
Experience working with clients via phone/email.
Ability to travel as required by role.
Master’s degree in Library Science or equivalent practical experience.
Technical/coding experience (Python, shell script, MySQL).
Understanding of U.S. and international copyright law.
Good communication and presentation skills.
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. If you have a disability or special need that requires accommodation, please let us know.
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