Bachelor's degree or equivalent practical experience.
8 years of experience in customer-facing roles, including interfacing with executive stakeholders, managing and delivering IT technical implementations, transformation programs, or other initiatives.
Preferred qualifications:
Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
Experience working in technical product support, cloud support, quality engineering, or site reliability engineering.
Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
Experience using Google Ads or other online advertising solutions and the media/tech landscape.
Customer-facing experience, translating technical concepts and solutions to non-technical and executive audiences.
Responsibilities
Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
Troubleshoot complex technical product issues and apply product expertise to solve technical customer issues and escalations.
Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Product Management, Engineering and Business Solutions teams.
Analyze data and insights to create action plans to solve issues at the root cause for our customers, focusing on knowledge management, operational improvements, account reviews and product adoption.
