Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a policy and project/program management role.
- Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
- Experience with Google Ads Policy troubleshooting, implementation or enforcement.
- Experience using insights from data to influence business decisions.
- Experience in project management, including initiating workstreams, developing project plans, and fostering cross-organizational collaboration.
- Excellent communication, organizational, customer service, and problem-solving skills.
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About the job
The Policy Center of Excellence team (within gTech Ads Customer Support) is responsible for Policy related processes and implementations across all the different Customer Support teams. We are the product experts that identify potential Policy hotspots and areas for process or product improvements. We collaborate with our partner teams (CS, Enablement, GTM, Trust and Safety (T&S)) to develop solutions that enhance the overall Policy customer experience.
In this role, you will help our advertisers and sales teams make the most out of our products. You will have deep product knowledge, provide high quality customer support and own end to end customer solutioning. You will focus on managing troubleshooting tasks, use your investigative and problem-solving skills to proactively detect and provide resolution to issues. You will also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.
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
- Deliver and prioritize outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
- Apply product expertise solving complex technical customer issues and escalations and carrying out tactical projects.
- Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
- Partner with our partner teams to own and continuously improve the Policy journey of all clients across, resolve complex issues and understand customer pain points.
- Share insights and provide expertise to our partner teams to support product and process improvements.