Google Policy Solutions Consultant, Global Customer Care in Boulder, Colorado
Bachelor's degree or equivalent practical experience.
3 years of relevant work experience.
Experience using Google Ads or other online advertising systems.
Experience working well in diverse environments, solving problems, and thinking critically.
Ability to be proactive, organized, responsible, and work well with a team.
Ability to craft compelling narratives in verbal and written communications for customers and executive stakeholders with an understanding of diverse audiences.
Problem solving skills with the ability to develop a strategic perspectives on customer-focused insights and solutions.
Excellent business communication and storytelling skills.
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.
The Global Customer Care Policy team is a solution-oriented team that helps our sales teams and advertisers. These solutions need to be scalable to support customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Trust and Safety, and Engineering teams within Google to develop better tools and services to improve our products based on the evolving needs of our users.
As a Policy Solutions Consultant, you will help drive the customer experience. Global Customer Care works across multiple teams to ensure that we are constantly improving Policy support and experience for customers.
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) .
(Colorado only*) Minimum salary of $85,000 + 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.
Resolve and manage user cases and escalations. Deliver on customer service level agreements.
Be a go-to resource for the customers and key stakeholders on complex issues. Drive product and process improvements.
Drive inclusive team culture and success.
Lead knowledge management across the team, organization, industry, and vendors.
Manage relationships with key internal stakeholders. Collaborate with, and influence, global partners and teams.
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) .
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