[Upcoming Roles] Tech Solutions Manager - Customer Support - Shared

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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

This job posting is part of our proactive talent pipelining efforts for future openings. While there may not be an immediate vacancy, candidates may be invited to complete assessments or interviews at this stage. By applying, you consent to being considered for relevant opportunities that may arise within the next 6 months.

Role Overview: 

As a Tech Solutions Manager in Ads CX, you will lead the team of people managers and their teams within the gTech Ads ecosystem. Your team will be responsible to uphold the highest standards of Customer experience for Google’s customers. You as a leader will be accountable for challenging the status quo and continue to improvise the existing processes and build synergies keeping the customer experience as a key focus area. Your people leadership must be aligned with GOC Culture and Values. 

The CX teams work on both internal and external (client/Advertiser/Account Manager facing) products like AdWords (Search, Video, Apps, Mobile, Shopping, Display) and Analytics (web analytics to measure Pay Per Click Return On Investment) and the Google Marketing Platforms that supports and launches the ads products, providing support to client and Advertisers/clients directly on campaign performance related issues. Your team will also partner with Google and GOC teams on cross product and cross service requirements to ensure the Customer request is taken care of with minimal hops and higher CX. Your team will also support new product launches, collaborate with TechCOE to create documentation for small-medium scale beta launches, and communicate with Engg on complex bugs. You would also support building the future of CX, bridging the gap between current operational needs and the evolving AI-driven landscape. 

For more information about the workflow, please refer to the GOC Workflows Flipbook.

Position Responsibilities:

Operations:

• Drive Cross-PA operations teams: Drive operations/teams that cater to in resolving tasks across  multiple Pods (PAs) and segments [P/T/G/S/B] 
• Navigate Non-SOP Environments: Manage complex, non-linear problem-solving where standard procedures do not exist; Collaborate with CoE, Engineering, L2 and Product teams to build scalable, long-term frameworks.

• Escalation Management: Act as the first point of escalation for the most sensitive and complex technical challenges, ensuring timely resolution in collaboration with Cross-Functional teams (Product Engg, COE, PSMs).

• Drive Business Reviews: Establish the operational rigor for the weekly/monthly/quarterly business review with various stakeholders
• Lead AI Feedback Loops: Provide direct feedback on AI model outputs and automated tools, ensuring the human expertise of the ORION team continually improves the machine-led support ecosystem.

• Support the team & team leads to meet the business goals and metrics aligned from transition through steady state to BAU operations
• Ensure 100% process adherence by all team members
• Ensure timely upskilling are planned for the team based on business requirements
• Develop and implement process solutions to improve operational efficiency.
• Identify risks and issues in business processes and systems and proactively mitigate them
• Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements.
• Drive client facing engagements and support the team in delivering actions, pilots et
• Develop insights and recommendations for business value transformation
• Partner with HIVE on forecast models & reporting needs 

People Management:

• Manage a team of 40+ including People managers (org size is subject to growth over time due to business need).
• Live by GOC values, demonstrate & drive GOC code of conduct and inculcate the culture of inclusiveness and transparency in the team
• Ensure goal settings is done for all team members in a timely manner and performance management process is adhered to
• Ensure performance feedback is provided & documented monthly to all team members
• Set key performance indicators (KPIs) to measure success.
• Partner with LCD and xfn teams to build the talent strategy to continuously upskill the skills of a specialized teams like ORION and pSMEs

Minimum Qualifications: 

• Bachelor's Degree in a technical field (i.e.Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications / Commerce / Information Technology)
• Overall 10-12 years of Operations experience in Service Industry, 
• 5+ years of people management experience 
• Good knowledge in Google products like Adwords, Google Tag Manager, Google Analytics and Campaigns
• Knowledge in tag implementation for effective conversion tracking,e-commerce, dynamic remarketing.
• Excellent communication (written & verbal) is mandatory
• Strategic thinking and ability to implement agile strategies within the teams

Preferred Qualifications:

• 5+ years Digital Marketing experience preferred

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.