Customer Experience and Quality Manager, gCare

Minimum qualifications:

• 2 years of experience in data analysis and dashboard development.
• Experience working with SQL, PLX, Python, HTML, JavaScript, or similar.
• Experience communicating how data should be organized and managed to meet business requirements.
• Experience analyzing data sets, gathering insights, and creating business requirements documents and solutions.

Preferred qualifications:

• Experience with Quality process.
• Knowledge of Google Ads, and proficiency in spreadsheet software.
• Ability to think big from automation/Machine Learning perspective as it related to quality and customer experience overall.
• Excellent communication skills, including the ability to take complex, ambitious topics and create compelling narratives for different audiences.
• Solid stakeholder management skills, along with ability to work in a matrixed, cross-functional and a truly global, multicultural environment.

About the job

gTech Global Customer Care (gGCC) is a solution-generating effort 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 gTech Customer Care team (gCare) plays a critical role in Google's success, supporting Sales teams, advertisers and products that enhance business potential. The Google Technical Services Global Customer Experience team is a solution-generating force that helps our advertisers and the sales teams. These solutions need to be scalable to support 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 customers.

In this role, you will drive quality operations and provide input into quality workflow design and engage and inspire our service provider teams to ensure teams are exceeding expectations and creating awesome customer experiences. Additionally, you will translate business requirements into measurable outcomes through quality evaluation, decipher the language of the business including financials, market trends, growth strategy, competition, and direction, and feed relevant inputs into the operations. You will influence both in stakeholder management as well with cross functional teams.

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

• Partner with Quality program managers and cross-functional stakeholders to design, develop and maintain data structure, reporting infrastructure, tools set and process automation to support gCare Troubleshooting quality processes.
• Partner with Quality Managers to automate Quality related reporting to timely power business reviews, and design and maintain governance for Quality related data and associated taxonomy, including data quality, monitoring and documentation.
• Ensure all reporting solutions are relevant and accurate, identify bugs and update needs, receive and address users feedback.
• Lead complex data analysis to provide valuable insights that support decision making process in the Customer Experience and Quality space.
• Develop Business Requirements Documents and support data integration initiatives with cross-functional teams, and inform and influence strategic Tools’ roadmaps by collaborating with the cross-functional teams through execution and impact.

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Google is an American multinational technology company specializing in Internet-related services and products that include online advertising technologies, search, cloud computing, and software. Most of its profits are derived from AdWords, an online advertising service that places advertising near the list of search results