Customer Support Strategy and Operations Lead, gTech

Key Skills

Customer Support, Data science techniques, Leadership Skill

Job Description

Minimum qualifications:

• Bachelor's degree in Technology, Engineering, Business, Economics, Data Science, a related field, or equivalent practical experience.
• 7 years of experience in consulting, software, internet, media industries, or early stage companies.
• Experience structuring and executing analyses to support strategy.

Preferred qualifications:

• Master's degree in Business Administration, or a related field.
• Experience in management consulting firm or project management in a strategy function for software, internet, media industries or early stage companies.
• Experience working with executive stakeholders.
• Experience leading operational and cross-functional initiatives.

About the job

The Business Strategy & Operations organization provides business critical insights using analytics, ensures cross functional alignment of goals and execution, and helps teams drive strategic partnerships and new initiatives forward. We stay focused on aligning the highest-level company priorities with effective day-to-day operations, and help evolve early stage ideas into future-growth initiatives.

gTech Ads is responsible for all support and media and technical services for customers across our entire Ad products stack. 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 provide better support through interactions, setting up accounts and implementing Ad campaigns, providing media solutions for customers business and marketing needs, and complex technical and measurement solutions along with consultative support for our large customers.

In this role, you will develop solutions to complex, ambiguous and high-visibility business problems and opportunities. You will build and drive these solutions while working closely with business teams influencing goal setting and help transform early stage ideas into future growth initiatives and much more.

The Go-to-Market Operations (GtM) team ensures Google's complex and ever-evolving Ads business runs smoothly. We are instrumental in setting go-to-market strategy, and ensuring flawless execution and operations against the strategy. We have teams embedded in each of the major Ads business areas as well as global teams that work across the business areas. Team members are analytical and strategic, with a pragmatic sense of how to get things done.

Responsibilities

• Define, structure, launch and drive strategic and operational initiatives for customer support team.
• Work with cross-functional stakeholders and leaders to gather relevant information, context, and drive business analysis with effective project communication and management.
• Enable critical business decision making by working with cross-functional stakeholders and cross-pollinate learnings.
• Partner with customer support leadership in driving strategic initiatives, including global priorities.