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Google Policy Program Manager, Google Ads and Marketing Platforms in Boulder, Colorado

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.

  • 8 years of experience managing global operations in an extended workforce business/shared services environment.

  • Experience working with globally managed service providers in customer-facing sales or customer service roles.

Preferred qualifications:

  • Experience enabling vendors/partner teams with a focus on metric performance for large-scale operations.

  • Experience managing projects across stakeholders and regions.

  • Experience managing executive escalations with deadlines and working collaboratively.

  • Ability to influence strategic priorities and execute on needs.

  • Ability to take initiative, deliver priorities for the business, and troubleshoot challenges independently.

  • Knowledge of Google Ads products.

As a Policy Program Manager, you will bring together stakeholders, workflows, tools, trainings, and infrastructure to bring product/process improvement designs that transform the way advertisers feel about support.

gCare's mission is to offer an excellent experience for every customer, every time. The team is focused on process troubleshooting, and Partners/Publishers operations. We enable processes and workflows that span multiple teams within Google to provide advertisers with a single touch point for their troubleshooting needs.

We are focused on improving customer experience and managing our scaled partner and vendor operations to deliver high customer satisfaction and timeliness for all Billing and Policy related queries using Google's advertising products (i.e., Google Ads and Marketing Platform).

In addition to troubleshooting on the customer side, we work with cross-functional stakeholders and troubleshooting specialists to develop better tools and services based on the evolving needs of agents and advertisers.

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 (https://www.youtube.com/watch?v=HcjR6ZngQcw) .

Additional Information

(Colorado only*) Minimum salary of $106,000 + bonus + equity + benefits.

*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

  • Enable large scale vendor/partner ecosystem, operations managers, and support specialists to deliver high-quality customer experience via global and cross-functionally distributed customer support teams.

  • Reduce customer effort, improve operations, increase efficiency, and foster positive emotions in customer and agent interactions.

  • Propose solutions using data to improve operations, evaluate various methodologies/process reengineering, and explain performance drivers to leadership by addressing operational risks/challenges.

  • Develop process expertise and service improvement plans via shadowing, business reviews, executive escalations, and focus groups.

  • Deliver on goals for advertiser serviceability or customer support operations improvements.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy (https://careers.google.com/eeo/) and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .