Full Job Description
Bachelor’s degree or equivalent practical experience.
5 years of work experience, with 3 years of experience in program or operations management.
Experience developing strategy, leading and managing global projects.
Experience interpreting and analyzing data and creating reports with spreadsheet software.
7 years of relevant work experience.
Experience in identifying and implementing solutions to scale support operations, including via help center contact flows, in-product help, troubleshooters, etc.
Knowledge of Google's Ads products, processes and tools and how the needs and processes change for large and small advertisers on a global, multi-location, multi-language, multi-product environment with internal and external stakeholders.
Demonstrated success-record in driving change and innovation to process and people on a global scale, around complex operational and strategic cross-functional initiatives.
About the job
gTech Global Customer Care (gGCC) 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 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 GCC team is a solution-generating team that helps our sales teams and advertisers. These solutions need to be scalable to 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 to 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 delight our customers with care so good, it’s got to be Google.
As a Global Program Manager you will be leading a cross-functional group that specializes in creating the smoothest GCC experience for our internal clients and our millions of advertisers while scaling new ideas into Business-as-Usual programs.
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.
Manage gTech Customer Care projects from the idealization stage all the way to implementation and partner closely with leadership and cross-functional stakeholders.
Deliver against the vision of improving the lives of customers, partners, or gTech'ers and make an impact on our business or team.
Develop systems to proactively identify issues before they are raised by stakeholders.
Map customer care workflows showing relevant data like client touch points, tools, processes, inputs/outputs and regional differences.
Design and optimize processes from current state to future state to ensure more customer centricity and drive implementation of new processes and ideas with stakeholders to fruition.
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 this form.