Policy Solutions Consultant, gTech
Google
Hong Kong
4天前

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.

The Global Customer Care team in gTech plays a critical role in Google's success, supporting Sales teams, advertisers and products that enhance business potential.

As a Policy Solutions Consultant, you will work closely with advertisers and the global sales teams to own technical troubleshooting for product-related issues.

In this role you will become a product expert, owning not only troubleshooting tasks but also developing innovative, scalable solutions that effectively serve our growing customer base.

This is a specialist role focused on providing the highest quality of support to both our sales teams and the advertisers they work with.

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 OKR’s in line with gTech Customer Care (gCare) objectives and priorities; Master product expertise to deliver on customer SLAs;
  • Resolve and manage troubled user cases and escalations.

  • Be a go-to resources for the customers and key stakeholders on the most complex issues; Drive product and process improvements;
  • Provide insights and expertise for business planning.

  • Lead knowledge management across the pod, vertical and vendors.
  • Manage relationships with key internal stakeholders in sales, gTech and Engineering; Collaborate with, and influence, global partners and teams;
  • Drive inclusive team culture and success.

    Minimum qualifications :

  • Bachelor's degree or equivalent practical experience.
  • 2 years of relevant work experience.
  • Ability to speak and write English and Mandarin fluently.
  • Preferred qualifications :

  • 2 years of experience in an online advertising role. Experience using the DoubleClick product suite (Campaign Manager, Bid Manager, Search, Rich Media), YouTube, Google Ads or other online advertising systems.
  • Familiarity with the ad serving industry and internet technologies.
  • Demonstrated ability to work well in a diverse environment with people from all backgrounds.
  • Effective communication, organizational, customer service, problem-solving and analytical skills.
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