Bachelor's degree in a technical area or equivalent practical experience.
Experience in a people management role (Manager/Team Lead) in a technical division/organization.
Ability to speak and write in English and Spanish fluently.
MBA, Master's degree or PhD.
Experience with internet products and technologies with effective technical aptitude.
Deep expertise and/or prior experience working as technical consultant on platform and/or monetization products (e.g., Google Ad Manager).
Ability to think strategically and to make changes to meet strategic needs within your assigned market.
Commitment to continuous improvement, motivated 'can-do' attitude and results-oriented.
About the job
The Publisher Customer Care team provides publisher support in 12+ languages across 11 major global offices. The team prides itself on providing support across email and chat channels to our largest and most strategic publisher partners globally. This is done through a relentless focus on operations and communication with our engineering counterparts, and innovation around our workflow, tooling and customer differentiation. In this role, you will have the unique opportunity to lead a high performing team and make our publisher support even better.
In this role, you will manage and develop a high-performing team that provides exemplary operational support for our publisher partners who are utilizing our Google Ad Manager and AdSense products while also providing escalation support to our vendor analysts.
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.
Manage excellent operations to provide great customer experience across segments.
Manage and communicate processes designed to delight our customers to ensure the team is meeting and exceeding operations goals. Collaborate with gPS, gPTO, Sales, and Product Management/Engineering to set the strategic direction of our services and ensure alignment with our customers' needs.
Serve as the contact point of gCare Publishers for complex customer escalations, closely collaborating with cross-functional teams as well as directly with customers, to ensure customer and stakeholder satisfaction as well as setting expectations on behalf of gCare.
Collaborate with cross-functional teams to execute on internal and external high-impact operational projects and strategic initiatives.
Provide regional oversight of the vertical including deep expertise with reviewing Google Ad Manager and AdSense agreements and providing critical feedback to key stakeholders.
Please submit your resume in English - we can only consider applications submitted in this language.