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In this role, within gTech Ads Customer support, Technical Center of Excellence (Tech CoE), you will build and lead a specialized team dedicated to elevating product quality and customer support’s technical operational capabilities. You will be a catalyst and critical thought leader and partner in helping transform support and operations to be an engaged advantage for Google.
You will transform bugs and incident management by driving bug resolution. You will have initiatives to reduce customer incidents through preemptive detection and analysis. You will develop tech solutions that address operational issues and align with gTech's priorities, contributing to key organizational objectives. You will partner with Product Enablement, Engineering and gTech Operations teams to achieve these goals.
You will lead short-term and long-term initiatives for systemic improvements in your Product Area (PA) level support ecosystem. You will empower your team's technical expertise through focused development, including opportunities like Engineering immersions, and establish robust mechanisms, in collaboration with Product Enablement teams, to scale critical knowledge and best practices to the gTech customer support organization. You will be navigating and partnering with cross functional C-level stakeholders, maintaining relationships to enable leadership success. You will utilize deep product knowledge and best practices, to drive projects and initiatives forward in a structured manner.
You will be leading complex business transformation programs, people leadership and development, partnering with executive stakeholders to think through tactical issues, and communicate effectively with C-Level executives to drive significant initiatives.
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.
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