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Head of SMB Services, Global Customer Services |
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| Management (Manager/Director) |
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Description: |
This position is based in Mountain View, CA.
The area: SMB Sales and Operations
When our millions of advertisers and publishers are happy, so are we! As small business experts, we help get local entrepreneurs on the map, and deliver a beautifully simple, intuitive experience that enables customers to grow their businesses with us. By spotting and analyzing customer needs and trends, our innovative teams of strategists, account developers and customer support specialists work together on scalable solutions for each business, no matter its age or size.
The role: Head of SMB Services, Global Customer Services
Behind every advertising campaign at Google are systems to make it run. Behind every system is the Ad Serving Operations team to make sure that happens flawlessly. As a member of the team, you are a technical consultant with the dual role of being both client-facing and growing systems from the back-end. An expert in our tools and operations, you provide support, answer field inquiries and troubleshoot client issues. Beyond client-facing issues, your expertise also gives you the insight to recommend product and system improvements to our engineering teams. Your interactions on both sides ensure that when clients advertise with Google, their back-end systems never miss a beat.
The SMB Services team keeps Google growing and profitable, and is focused on driving excellent customer support. We are dedicated to supporting the company’s expanding base of Advertisers in more than 40 languages on a global basis, and providing them with the highest levels of service. We are responsible for supporting customers across AdWords and AdWords Express. SMB Service team Members need to be organized, responsible – and able to work well in a fast-paced, team oriented environment.
Responsibilities:
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Take ownership for delivery of operational metrics including CAST, SLAs and Service to Sales for the MTV office, and devise strategies to meet quarterly targets.
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Work with a global management team to deliver cohesive and coordinated customer engagement strategy for NA.
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Manage a team of team leads and managers, and Service representatives, working on the promotion and growth of Google’s Advertiser Development programs
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Executive projects involving quantitative analysis, industry research and strategy development.
Minimum qualifications:
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Bachelor's Degree (in lieu of degree, 8 yrs of relevant work experience)
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6 years of relevant work experience in driving business and strategy for large organizations.
Preferred qualifications:
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Masters degree.
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6 years relevant work experience in consulting, process improvement or strategy, with proven experience in identifying opportunities for business improvement and defining and measuring the success of those initiatives.
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