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Google Hiring for Services Manager, Google Customer Solutions, gCare at Gurgaon Full Time
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience
- 6 years of experience in service management, operations, or consulting
Preferred qualifications:
- Ability to manage multiple global projects simultaneously while paying strict attention to detail
- Ability to synthesize complex messages, data sets/signals, and insights into executive-ready communications
- Ability to build relationships, manage and influence executive, cross-functional stakeholders
- Effective project management, problem-solving, and analysis skills, combined with business acumen
- Language fluency for market(s) of assignment
About the job
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.
As a gCare (Google Customer Experience) Services Manager in the Asia Pacific (APAC) region, you will work closely with gTech Program Managers, Digital Marketing Specialists, and Google Sales units to bring the best of technical solutions and troubleshooting services to our most valuable Google Customer Solutions (GCS) accounts.
Aligning closely with the sales strategy, you will provide both proactive and reactive recommendations to Sales team members on relevant gTech services, and coordinate with our Specialist teams to ensure an exceptional experience. This role will be working across both the Australia and India geographic regions.
You will collaborate with gTech colleagues to design advertiser solutions and experiences, deploy innovative methods for service engagement, and incorporate the latest sales strategies into service offerings. You will have exposure to Google executives and develop deep relationships with both Sales and Operational teams.
When our millions of advertisers and publishers are happy, so are we! Our Google Customer Solutions (GCS) team of entrepreneurial, enthusiastic and client-focused members are the “human face” of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. We are dedicated to growing the unique needs of advertising companies. Our teams of strategists, analysts, advisers and support specialists collaborate closely to spot and analyze customer needs and trends. In collaboration, we create and implement business plans broadly for all types of businesses.
Responsibilities
- Serve as the representative of gTech services across vendor-led implementation support, business growth enablement through optimization and product adoption, and billing and policy issues for your respective GCS Sales programs or markets.
- Manage and represent gCare relationships in both the Australia and India geographies by collaborating extensively with gCare, GCS, Troubleshooting, and Policy teams to represent a unified gCare point of view with the GCS business.
- Prepare executive communications and reporting on service engagement, operations, and satisfaction.
- Conduct opportunity analysis and make recommendations to the Sales team on where and how gTech can drive value for advertisers.
- Partner with the Sales team to drive activation, engagement, and satisfaction with gTech services and solutions, leveraging influence and customer service knowledge to drive continuous improvement.
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 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.