Product Center of Excellence Manager, gTech Ads

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 10 years of experience in a technical project management or a customer-facing role.
  
• 3 years of experience in people management.
  

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• 10 years of experience in operations management, leading product, or support operations.
• 5 years of experience in a technical leadership role with or without direct reports.
• 5 years of experience of senior stakeholder management, professional services, or technical consulting.

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.

In this role, you will drive the transformation agenda in partnership with multiple cross-functional team. You will improve Search Ads support experience for millions of small advertisers. You will design initiative and lead execution at scale in partnership with vendor operations team to drive these improvements for small advertisers. You will lead a global team of product experts and provide them guidance to convert strategy into actionable operating plans.

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.

• Transform the customer support experience by Identifying and driving systemic improvements across the customer support organization.
• Build strategic product plans to improve service readiness of search products supporting internal and external practitioner communities.
• Partner with senior cross-functional leaders to build support capability, improve product launch readiness and identify tooling and automation requirements for the support teams.
• Lead a team of search product experts, providing them operational and strategic guidance on setting the transformation agenda and delivering on it.
• Advocate for customers in critical product and operations forums. Partner with cross-functional teams to share product improvement insights and partner with Operation teams to improve capabilities.