Policy Product Specialist, gTech Ads Customer Supportcorporate_fare Google place Dublin, Ireland
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Minimum Qualifications:
Bachelor's degree or equivalent practical experience.5 years of experience in a policy and project/program management role.
Preferred Qualifications:
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.
About the JobThe 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.
To learn more about gTech, check out our video.
ResponsibilitiesDeliver 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.
Google is proud to be an equal opportunity and affirmative action employer.
We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.
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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