Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Trust and Safety, Product Management, Engineering and Business Solutions teams. Partner with cross-functional teams (e.g., GTM, Trust and Safety) across top Billing emerging trends and opportunity areas.
Troubleshoot complex technical product issues. Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects. Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
Partner with our Sales and other cross-functional partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
Minimum qualifications:
Bachelor’s degree or equivalent practical experience.
2 years of experience in a technical project management or a customer-facing role.
Experience in an implementation or enforcement role.
Preferred qualifications:
Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
2 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
Experience in project management, including initiating workstreams, developing project plans, and fostering cross-organizational collaboration.
Experience using insights from data to influence business decisions.
