Director, Troubleshooting Regional Teams

Director, Troubleshooting Regional Teams

Google Inc
15-18 years
Not Specified

Job Description

Minimum qualifications:
  • 15 years of experience working in a matrixed organization
  • Experience leading and managing a global team
  • Experience leading Global Partner Operations (managed service provider, in-house)
  • Experience in customer experience transformation

Preferred qualifications:

  • MBA or equivalent practical experience
  • Ability to navigate ambiguity in a fast-paced, ever changing environment
  • Ability to motivate others to act by creating a shared sense of vision or purpose, creating a compelling vision for the future, and communicating clearly and authentically
  • Ability to inspire people to follow them while developing and fostering a high performance culture

  • Ability to collaborate effectively both internally and cross-functionally to elevate the service experience and the service levels
  • Comfort with numbers and complex analysis, with the ability to synthe results, draw conclusions, and convert them into business opportunities

About the job

The gTech Customer experience team (gCare) is responsible for all support and services for customers big and small across our entire Ad products. We help our customers get the most out of our Ad and Publisher products and guide them when they need help.
We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, implementing ad campaigns and providing media solutions to customers business and marketing needs. These solutions range from bespoke for certain customers to scalable support for customers worldwide.
Based on the evolving needs of our users, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, it's our job to ensure our customers get the best return on investment within Google and we remain committed to being a trusted partner for our customers.
As Director, Troubleshooting Regional Teams, you will be a core member of the gCare and gTech team and lead Partner Operations teams.
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 .
  • Lead the Global Partner Troubleshooting regional operations teams within the Service team with extensive collaboration with cross-functional teams to influence outcomes globally.
  • Review and align partner location and servicing strategies globally while identifying opportunities to transform the Customer Support operations.
  • Be the advocate for the customer by prioritizing and removing customer pain points, through self help, automation, and one-to-one support.
  • Influence and drive the culture a customer and tech first.
  • Represent Troubleshooting Operations in various gTech and gCare forums.

Job Details

About Google Inc

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 .

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