Tech Process Team Lead - 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!

As a Tech Process Team Lead for gTech Ads ORION you are at the center of a gTech Ads which supports the top advertisers in Google’s Ads ecosystem. There are a number of client and internal stakeholders globally distributed across operations, reporting, sales, product and strategy. We support 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 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.

Position Responsibilities

• Lead a specialized team of product experts for 1 or more PAs that is segment agnostic [PTGSB]

• Establishing and maintaining a consistent flow of work for the Product & process alongside ongoing governance and updates to stakeholders

• Improve metrics, and drive the teams to improve continuously to meet and surpass KPIs/ SLAs

• Drive initiatives to meet  business metrics like Productivity timeliness, Consult Quality et 

• Compile and report weekly, monthly and quarterly metrics. These reports are shared with the leadership team to evaluate performance and with associates for training and improvement.

• Coordinate with Internal Stakeholders (Engg, CoE, and gAE teams) to set KPIs, share feedback, and implement changes

• Help the team navigate complex, non-linear problem-solving where standard procedures do not exist and hold a high customer centric mindset 

• Oversee the smooth functioning of all activities related to product, people, Process & customers issues

• Implement & Operational Strategies by partnering with SDMs, cohort leads & Ops managers

• Lead weekly region/cohort meeting with SDMs & GOC stakeholders

• Collaborate actively with other Product Areas and cross-vertical Leads, operations managers, and business analysts; sharing best practices and replicating successes within the Product

• Lead Daily/weekly reviews to ensure key initiatives are on track and maintain trackers and documentation up-to date 

• Hold 1:1 meeting with each individual team member to discuss performance along with work related and non-work related issues on a monthly basis

• Communicate risks and challenges to business stakeholders and present recommended solutions. 

• Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures

• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed

• Demonstrate GOC values and adhere to all internal processes and policies, and drive the same with the team

Minimum Qualifications

• Bachelor's Degree in Arts/ Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications etc

• Overall 9+ years of Operations experience in Service Industry, preferably 3+ years Digital Marketing 

• Knowledge in Google Ads products including Search, Display, Video, Shopping, Mobile, Tag Manager, Google Analytics and Google Marketing Platforms 

• Customer First mindset: ability to make decisions in the best interests of customers as well as people

• Strong reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues

• Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate. 

• Comfort with ambiguity: ability to make appropriate decisions in cases not covered by documented workflows/instructions.

• Learning ability: curiosity to continuously keep learning and keep oneself updated with ongoing changes in the product and AI solutions.

Preferred Qualifications

• We recommend that you take up the free Google Ads Certification to be better equipped for the interviews

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.

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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 [email protected].