gCare Services Manager

Job Description

For immediate consideration, please send a text (ASCII), HTML, PDF or DOC version of your resume in English to [email protected] .

Important: The subject field of your email must include gCare Services Manager - Shanghai .

Qualifications

Minimum qualifications:

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

Preferred qualifications:

• Sales or related experience in mid-market, small business, agency, acquisitions, onboarding, channel, and/or app development sales
• Distinctive project management, problem solving and analysis skills, combined with strong business judgment
• Ability to work independently and manage multiple global projects simultaneously while paying strict attention to detail
• Ability to synthesize complex messages, data sets or signals, and insights into executive-ready communications
• Ability to build relationships, manage and influence senior, cross-functional stakeholders
• Ability to speak and write in English and Mandarin 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.

Working within the broader gTech organization, the Customer Solutions (GCS) Services Management team provides outstanding engagement and service satisfaction for GCS sales team and advertising clients. Our team bridges the Google sales and gTech Services organizations to deliver the best solutions and customer experience for our advertisers.

As a gCare (Google Customer Experience) Services Manager for the Greater China and Korea markets, you will work closely with gTech Program Managers, Digital Marketing Specialists, and Google Sales units to bring technical solutions and troubleshooting services to our 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 a seamless and fully integrated experience for GCS. You will collaborate with gTech colleagues to design excellent advertiser solutions and experiences, deploy innovative methods for service engagement, and incorporate the latest sales strategies into service offerings. The gCare Services Manager will have exposure to senior executives and develop deep 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

• Lead gTech services across vendor-led implementation support, business growth enablement through optimization and product adoption, and billing and policy issues for your respective GCS Sales programs or markets
• Manage and represent gCare relationships effectively by collaborating extensively with gCare, GCS, troubleshooting, and policy teams to represent a unified gCare point of view with the GCS business
• 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. Foster and develop key relationships with new and existing English- and Mandarin-speaking partners in the Greater China and Korea markets.
• Partner with the sales team to drive activation, engagement, and satisfaction with gTech services and solutions, leveraging influence and customer service knowledge to drive continuous improvement

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.