Manager, Product Surfaces, gCare

Minimum qualifications:

• 8 years of work experience including involvement with planning, sales operations, project management, product management, or other roles involving strategy and analysis
• Experience in management, leading either product or engineering functions
• Experience delivering consumer or enterprise products at scale
• Experience managing product solutions with multiple stakeholders

Preferred qualifications:

• Experience with stakeholder management and management consulting
• Ability to create effective relationships, influence, and collaborate at all organizational levels and with various cross-functional partners
• Excellent sense of judgment, with ability to work effectively in a fast-paced environment
• Exceptional strategic and analytical skills, combined with business acumen
• Excellent communication skills, particularly with executive-level stakeholders
• Excellent problem-solving skills including an entrepreneurial and creative approach, persistence, attention to detail, and demonstrated collaboration instincts

About the job

gTech Global Customer Care (gGCC) is a solution-generating force 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.

Every Google Ads customer relies on various touchpoints across a matrix of surfaces, like Google Ads Front-End, Google Ads Editor, Google Ads API, and/or Help Center to accomplish their marketing objectives with Google. From launching ad campaigns, to learning best practices, to reconciling account issues, surfaces play a pivotal role in our customer’s success journey.

Helping to empower this success is a team of Surfaces Product Leads which partner with Product Management, Engineering, and front of the house practitioners to bring capabilities to every touchpoint a customer will experience. Each Product Lead team is at the epicenter of feature adoption, accountable for driving service roadmaps, designing workflows and best practices, and training internal practitioners.

As the Manager, you will ensure your team delivers on the gCare missions across all Surfaces and customer segments.

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.

Responsibilities

• Lead the team of Googlers who focus on their respective areas of expertise and provide coaching to make progress on their focus areas.
• Enhance customers’ experiences across surfaces based on support segmentation and client feedback by identifying opportunities to: drive adoption at scale for surfaces, improve efficiencies through self-help on surfaces, quality of recommendations suggested on surfaces, and ease of use/effort required by an advertiser on surface.
• Set the vision for surfaces strategy within gCare spanning across business segments and influence product to develop features required to execute that strategy.
• Build and manage relationships with internal gTech leads to bridge operational and sales oriented outcomes across surfaces.
• Build and manage relationships with the Global and Regional Product and sales marketing teams (Google product lead and go-to-market respectively) to align service outcomes to sales priorities.

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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