Global Support Manager, Platform Products (gTech Ads)
San Francisco Bay Area, US - Information Services, Internet
The gTech Ads team plays a critical role in Google's success, supporting sales teams, advertisers, and products that enhance business growth potential by consistently providing scalable product solutions and reliable information based on efficient, consultative analysis, and timely communications.
The Global Support team offers 24x5 service and it achieves this through globally consistent, scalable processes and through troubleshooting innovation e.g. proactive/preemptive support.
As a Manager, you will oversee a team providing world-class support to sales teams in your region and strive to achieve targets for customer satisfaction, resolution times and agent productivity. You will also be expected to ‘move the needle’ on core operations so that it can scale 10X. This will involve developing efficient workflows for Global Support, identifying opportunities for seamless support between teams, and designing new services that will provide faster support to sales teams and advertisers. Therefore, you will have a passion for delivering excellent customer service and improving it all the time. You will have exceptional leadership skills. You will have good influencing and change management skills. You are ready to work side-by-side with your team, motivate and mentor team members, and drive alignment across different functions and regions.
Responsibilities
- Manage and coach a team of a technical support team that supports sales. Grow and develop talent while providing vision and setting direction for the team.
- Provide strategic insights and lead continuous improvement efforts in customer service and operations.
- Manage complex technical issues that cut across organizations and products.
- Drive business results by tracking key operational metrics, identifying process improvement opportunities and managing strategic project plans to completion.
- Partner with Sales, Sales Ops, other gTech Ads teams and partners on initiatives to improve sales and advertiser support.
Minimum qualifications
- BA/BS degree or equivalent practical experience.
- Experience managing virtual teams or demonstrated aptitude for people management.
Preferred qualifications
- MBA or graduate degree in management, technical or engineering field.
- Experience with ad serving, online advertising, video, mobile ad technologies. Ad technology or operations expertise.
- Experience of building teams, hiring and developing people. Ability to influence without authority within a cross-functional team, uniting disparate groups across sales, operations, other cross-functional partners in support of a common goal.
- Strong background in executing against goals particularly in an operational capacity. Strong customer service mindset.
- Strong interpersonal and leadership skills; analytical capabilities and demonstrated ability to formulate data-driven proposals. Ability to deliver results under pressure and tight deadlines.
- Solid communication skills and experience presenting analysis and complex concepts to multiple audiences.
Area
The Google Technical Services team (known as gTech) provides technical expertise across all Google products to support our global Sales, Business Development and Partnerships teams. We fix any issues on behalf of customers and partners so that our sales teams can focus on what they do best. We collaborate closely with Google's engineering groups to create technical solutions that enable our sales organization to help our customers' businesses grow.
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Posted November 25, 2014 at 09:32AM from LinkedIn http://ift.tt/1xzdG2C
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