Minimum qualifications:
- Bachelor’s degree or equivalent practical experience
- 15 years of experience leading business, engineering or technical operations, policy, or management consulting firms while partnering with multiple stakeholders
- 10 years of experience driving programs or projects that show impact to the business
- 5 years of experience leading global teams
Preferred qualifications:
- MBA degree
- 10 years of experience developing and scaling services in partnership with peer teams and outsourced vendor leadership teams
- 5 years of experience in digital marketing with advertisers and agencies, and leading large-scale global support operations in a high tech environment
- Experience leading transformation programs with outsourced partners, resulting in increased customer satisfaction
- Demonstrated diverse cultural understanding and experience leading global teams
- In depth knowledge of advertising solutions and media landscape, both online and offline with a preference for Google Ads products
About the Job
The Ads Customer Support team offers critical product troubleshooting and process solutions to our large and small advertisers throughout the ads ecosystem.
As the EMEA/LATAM LCS Customer Support (CS) Director, you will partner with the largest and highest growth customers in EMEA and LATAM Large Customer Sales (LCS) team. In this role, you will advocate for delightful customer experience for advertisers, leveraging deep human expertise, AI, and technology solutions. You will play a critical role in making customer care a business advantage for Google. You will innovate and deliver a new menu of offerings that delight customers and support to help drive Google’s business growth.
You’ll own and lead a large team of product, policy, commerce, and billing experts, in addition to numerous vendor partners. In partnership with cross-functional teams, you will develop strategies to continuously improve service quality leveraging a combination of AI, technology, and process excellence.
In this role, you will develop a deep understanding customer needs in your portfolio and develop strategies and plans to deliver support experience. You will be responsible for the day-to-day operations across all tiers of support while also ensuring you are partnering with a variety of stakeholders in addressing customer pain points to significantly improve customer satisfaction. As part of your responsibilities, you will lead and develop a high-performing global team that provides exceptional proactive and reactive services to customers worldwide within your portfolio.
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.
Responsibilities
- Develop and deliver an innovative menu of services at scale across EMEA and LATAM clients.
- Own and drive relationships with EMEA and LATAM LCS teams with two-way communication to gather feedback on needs as well as share progress on improvements and initiatives.
- Provide strong business agility and leadership in driving support operations, KPI management, performance recovery planning, anticipating future challenges, navigating ambiguity in constantly changing environments in close partnership with multiple cross-functional teams.
- Manage and deliver on the service metrics for scaled vendor tech and drive exceptional customer satisfaction.
- Nurture a customer centric culture of operational excellence and collaboration.
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