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Policy Specialist, gTech Ads Customer Experience (English)
GoogleBengaluru, Karnataka, India8+ years
Apply Please submit your resume in English - we can only consider applications submitted in this language.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role.
- 8 years of experience in a project or program management, consulting, or client-facing role.
- Ability to communicate in English fluently to support client relationship management in this region.
Preferred qualifications:
- Experience using Google Ads or other online advertising solutions and the media landscape.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience in managing and influencing stakeholders .
- Experience in problem-solving to develop strategic perspectives on customer-focused solutions.
- Experience in technical troubleshooting or customer support with a customer first and empathetic mindset, with the ability to own end-to-end experience and solutions.
- Excellent communication skills.
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.
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
- Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues by interacting directly with Google's advertisers, Sales teams, agencies, and partners.
- Apply deep product expertise to solve complex technical customer issues and escalations, and carry out strategic projects.
- Analyze data and insights to create action plans to solve issues at the root cause for our top customers, focusing on knowledge management, operational improvements, account reviews, and product adoption.
- Partner with Sales and cross-functional teams to own and continuously improve the customer journey, resolve complex issues, and understand customer pain points.
- Share insights and provide expertise to our partner teams to support product and process improvements.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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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