Head of Process Excellence and Quality Assurance, gTech
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Minimum qualifications:
- Bachelor's degree in Computer Science, Mathematics, a related technical field, or equivalent practical experience.
- 15 years of experience in a customer-facing role working with stakeholders to architect, develop, or maintain cloud solutions in cloud environments.
- Experience in people management, including developing and leading technical teams.
Preferred qualifications:
- Ability to collaborate and build effective working relationships with cross-functional teams, senior management, regulators, and external stakeholders.
- Effective communication skills, with the ability to articulate complex compliance concepts and requirements to audience.
About the job
gTech Ads is responsible for all support and media and technical services for customers big and small 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 providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, 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, we ensure our customers get the best return on investment with Google and we remain a trusted partner.
As the Technical Account Manager Lead, you will be responsible for the delivery of Technical Account Management (TAM) services to ensure customers get the most value from their Google Cloud Platform investments. TAMs are focused on increasing cloud adoption and cloud usage by providing high impact advice centered on Learning and Enablement, Platform Health, Architectural Stability, and Operational accuracy.
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 against the direction of improving the experiences of customers, partners, or gTech teams and make an impact on our business or team.
- Develop and deploy processes and initiatives to proactively identify issues before they are raised by stakeholders.
- Partner with gTech Ads leadership and cross functional stakeholders to build scalable foundational processes.
- Map global issue type customer support workflows showing client touch points, tools, processes, stakeholders, inputs/outputs, regional differences, etc., and build lasting solutions for improving customer experience.
- Design and optimize processes from current state to future state to ensure more customer centricity and drive implementation of new processes and ideas with stakeholders to fruition.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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