Vendor Program Manager, gTech Global Customer Care

Job Description

Please submit your resume in English - we can only consider applications submitted in this language.

Qualifications

Minimum qualifications:

• 3 years of relevant experience in customer support; leading team metrics and performance.
• Experience managing full project lifecycle from issue identification to solution and deployment, managing complex strategic or operational projects.
• Ability to speak and write in English and Spanish fluently and Idiomatically.

Preferred qualifications:

• Understanding of one or more technical solutions verticals (i.e. Advertising Ecosystem, Consumers, Partners, Publishers).
• Ability to problem solve, find solutions, and manage projects across multiple stakeholders and geographies.
• Data-driven and highly analytical, with the ability to translate data and trends into strategies and compelling messaging.
• Demonstrated program management and vendor management skills.

About the job

gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.

As a Vendor Operation Manager, you'll manage Ads global customer care (GCC) Ads support operations in the Latin America region. You'll be responsible for ensuring continued partnership with internal GCC stakeholders and will support the Vendor team in running the Ads support which provides both outstanding customer service to our advertisers and flexibility to our Google teams.
You'll be expected to deliver service excellence, ensure operational rigor across this complex set-up, and collaborate with other cross-functional teams. You will collaborate with local and mainly global stakeholders to shape strategies around outsourced Ads operations. For this particular role, you will be leading critical programs/projects like, Tools, Infrastructure, New Agents onboarding, local initiatives, local escalations, running projects to improve overall customer experience and leading Ad Hoc projects in order to make Vendor to support Google customers in a high standard, quality and efficiently.

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 solution-oriented trusted advisors support millions of 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

• Manage relationships with existing Vendor Partners responsible for service delivery. Support Vendor Partners through communicating and engaging with Google stakeholders.
• Manage KPIs (service levels, customer satisfaction) in a fast-paced and complex environment across multiple disciplines and time zones.
• Act as primary vendor/escalation point of contact from Google for dispute management. Work with vendor to test adequacy of workflow documentation communicate updates, staffing needs, and launch requirements to vendor, project management, and product subject-matter experts.
• Drive outstanding operations to provide superior customer experience across segments. Drive efficiency and effectiveness through making our customers successful.
• Drive ongoing service improvements and projects involving quantitative analysis, industry research, and strategy development.

Location

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 this form .

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