Support Services Director
2 weeks ago
Google is a global technology leader, providing innovative products and services to help people access information, connect with others, and make informed decisions. Our mission is to organize the world's information and make it universally accessible and useful.
The Role
This Support Services Director role is part of our gTech Ads organization, which provides high-quality customer care to our advertisers and Sales teams. As a Support Services Director, you will lead a team to troubleshoot and resolve Ads issues and escalations from Google's advertising customers and internal Sales teams, exceeding customer expectations. This role requires strong business acumen, leadership skills, and the ability to navigate ambiguity in a constantly changing environment.
Key Responsibilities
* Manage and deliver on the service metrics (e.g., resolution time, quality, turnaround time, escalation rate) for scaled vendor tech, and drive exceptional customer satisfaction.
* Partner with other parts of gTech Ads (e.g., Tech Solutions, Scaled Tech) to develop, package, and deliver holistic solutions that span beyond just troubleshooting (e.g. Proactive Support Plans).
* Develop and deliver an innovative menu of services at scale across key LCS clients in APAC markets.
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