Service Manager, gCare

Job Description

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

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience
• 6 years of experience in service management, operations, or consulting

Preferred qualifications:

• Sales experience or related experience in top-market, agency, acquisitions, on-boarding, channel, and/or app development sales
• Knowledge of Google Search, YouTube Brand and Performance, DV360/Programmatic, Shopping, and eCommerce
• Ability to build relationships, manage and influence executives, and work with cross-functional stakeholders
• Ability to work independently and manage multiple global projects simultaneously, while paying strict attention to detail
• Excellent project management, problem-solving, and analysis skills, combined with business acumen
• Ability to speak and write in English and Portuguese fluently

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.

As a gCare Services Manager, you will work closely with Google Customer Solutions (GCS), gCare teams, and Go-to-Market teams to bring technical solutions and troubleshooting services to GCS accounts. Aligning closely with the sales strategy, you will provide both proactive and reactive recommendations to Sales team members on relevant gTech services and coordinate with our specialist teams to ensure an excellent experience.

You will collaborate with gTech colleagues to design outstanding advertiser solutions and experiences, deploy innovative methods for service engagement, and incorporate the latest business strategies into service offerings. You will have exposure to Google executives and develop relationships with both Sales and Operational 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 video .

Responsibilities

• Serve as the face of gCare services across vendor-led implementation support, business enablement through optimization and product adoption, and billing and policy issues for your respective GCS markets
• Engage effectively with sellers and sales leaders, interacting daily to activate solutions, drive process outcomes, and enable actionable resolution to escalations from the business
• Manage and represent gCare relationships by collaborating extensively with gCare, GCS, Troubleshooting and Policy teams to represent a unified gCare point of view with the GCS business in collaboration with our gCare leads/owners for the respective sector/market or country
• Keep abreast of the latest shifts in sales strategies, incentives, barriers, and feedback to inform gTech solutions design and delivery
• Prepare executive communications and reporting on service engagement, operations, and satisfaction

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 our Accommodations for Applicants form .

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees or any other organization location. Google is not responsible for any fees related to unsolicited resumes.