Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.
The role is part of the gTech Ads team, which provides media and technical support across the entire Google Ads product stack. This is a full-time onsite position in the team responsible for accounts policy globally. As a core team member, you will collaborate cross-functionally to simplify complex ad policies, execute operational readiness plans for new launches, and partner closely with product/platform and trust and safety team to deliver an accurate, frictionless policy experience for advertisers.
Our core operations primarily follow standard business hours. However, ensuring a seamless, customer experience across our global markets is central to our strategy. To solve for critical customer needs and to optimize resolution velocity, you may occasionally be aligned to alternative shifts schedules on a rotational basis. To fully support your well-being, Google provides support for any non-standard operational shifts.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 with Google's advertisers and Sales teams, agencies and partners.
- Apply deep product expertise solving complex technical customer issues and escalations and carrying 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 our partner teams to own and continuously improve the DV360 Policy journey of all clients, resolve complex issues and understand customer pain points.
- Share insights and provide expertise to our partner teams to support product and process improvements.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Experience with Google Ads or DV360 (Policy) troubleshooting and processes.
- Experience in online advertising in a customer-facing role.
- Experience in project management including kicking off workstreams, developing project plans, and collaborating across organizations.
- Experience using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
- Analytical skills and experience using insights from data to influence business decisions.
- Effective communication, organizational, customer service, and problem-solving skills.