Manager, gTech Ads Customer Support, Tech CoE
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Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 7 years of experience in solution engineering or architecture and 5 years of experience in stakeholder management, professional services, or technical consulting.
- 3 years of experience in system architecture and reading code (e.g., Python).
- 2 years of experience managing a technical team in a cloud computing environment or customer-facing role.
Preferred qualifications:
- Master's degree in Engineering, Computer Science, or related technical fields.
- Experience in community engagement, volunteer service, mentorship, or other activities that show improvement of individuals or communities.
- Experience in Conversational AI, telecommunications, networking, or contact centers.
- Experience in consulting, technical consulting in a customer-facing role, with results working with a variety of different types of customers, engineers, and business.
- Knowledge of other AI frameworks, products, or solutions such as TensorFlow.
- Ability to lead and organize the design and implementation of AI-based custom developed cloud solutions.
About the job
In this role, within gTech Ads Customer support, Technical Center of Excellence (Tech CoE), you will build and lead a specialized team dedicated to elevating product quality and customer support’s technical operational capabilities. You will be a catalyst and critical thought leader and partner in helping transform support and operations to be an engaged advantage for Google.
You will transform bugs and incident management by driving bug resolution. You will have initiatives to reduce customer incidents through preemptive detection and analysis. You will develop tech solutions that address operational issues and align with gTech's priorities, contributing to key organizational objectives. You will partner with Product Enablement, Engineering and gTech Operations teams to achieve these goals.
You will lead short-term and long-term initiatives for systemic improvements in your Product Area (PA) level support ecosystem. You will empower your team's technical expertise through focused development, including opportunities like Engineering immersions, and establish robust mechanisms, in collaboration with Product Enablement teams, to scale critical knowledge and best practices to the gTech customer support organization. You will be navigating and partnering with cross functional C-level stakeholders, maintaining relationships to enable leadership success. You will utilize deep product knowledge and best practices, to drive projects and initiatives forward in a structured manner.
You will be leading complex business transformation programs, people leadership and development, partnering with executive stakeholders to think through tactical issues, and communicate effectively with C-Level executives to drive significant initiatives.
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
- Be a thought partner, enabling systemic transformation across customer support for the product area.
- Define, implement, and oversee strategies and processes to achieve faster, high-quality bug resolution, driving adherence to defined SLOs. Analyze bug life-cycle metrics to drive continuous improvement.
- Lead tactical pivots and operational interventions in response to evolving product Go-to-market and associated complexity to advocate customers.
- Advocate and test partners in the executive leadership team to reimagine the future of the support ecosystem, solving value for customers, team members and Google.
- Lead, empower and enable a global team of strategic partners, fostering technical skills, product expertise and providing oversight and global connectivity to business-focused initiatives and removing roadblocks to execution.
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