Policy Specialist - Advertising and Customer Support

Google India Pvt Ltd; Hyderabad, Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Google India Pvt Ltd in Hyderabad seeks a mid-level professional to manage complex stakeholder engagements and drive data-driven decisions across policy and ads platforms.

You will influence product readiness, simplify policies, and ensure exceptional customer satisfaction while collaborating with gTech and Ads leadership to deliver scalable solutions.

Qualifications

• Bachelor’s degree or equivalent with 5 years in operational workflows or customer-facing roles.
• Experience managing complex multi-stakeholder engagements.
• Experience in process/workflow design and data-driven decision making.
• Deep understanding of troubleshooting and customer support.
• Knowledge of Google Ads and advertising solutions.
• Ability to conduct analytics, develop dashboards, and make data-driven decisions.

Responsibilities

• Influence product and platform improvements to enhance customer experience and policy accuracy.
• Identify opportunities for policy simplification and improve external communications.
• Identify model improvement opportunities for higher accuracy and precision.
• Lead partnerships with gTech and Ads leadership to align policy plans with goals.
• Drive operational readiness for policy launches and changes with gTech teams and ensure customer satisfaction.
• Manage service metrics for Policy and deliver exceptional customer satisfaction.

Skills

Analytics

Dashboards

Data-driven decisions

Troubleshooting

Customer support

Stakeholder management

Problem solving

Education

Bachelor's degree or equivalent

Tools

Google Ads

Job description

Minimum qualifications

• Bachelor’s degree or equivalent practical experience. 5 years of experience in operational workflows or a customer-facing role.
• Experience in managing complex multi-stakeholder engagements.
• Experience in process and workflow design and data driven decision making.
• Deep understanding of troubleshooting and customer support.
• Knowledge of Google Ads and advertising solutions.
• Ability to conduct analytics, develop dashboards, and make data-driven decisions.
• Excellent investigative and structured problem-solving skills, along with strategic thinking focused on solving business issues.
• Excellent investigative and structured problem-solving skills, along with strategic thinking focused on solving business issues.
• Excellent investigative and structured problem-solving skills, along with strategic thinking focused on solving business issues.
• Excellent investigative and structured problem-solving skills, along with strategic thinking focused on solving business issues.

Preferred qualifications

• Experience in managing complex multi-stakeholder engagements.
• Experience in process and workflow design and data driven decision making.
• Deep understanding of troubleshooting and customer support.
• Knowledge of Google Ads and advertising solutions.
• Ability to conduct analytics, develop dashboards, and make data-driven decisions.

About the job

Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals. In this role, you will deliver quality, scale, and efficiency to how Google commercializes its ad products. You will be the liaison between Product and gTech services where needed, and will be responsible for ensuring that Product launches and customer-facing migrations are seamlessly executed. 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.

Responsibilities

• Influence product/platform improvements to positively impact the Customer experience; Trust and Safety, APAS and Ads Platform teams to improve Policy Enforcement accuracy.
• Identify opportunities for Policy simplification and improve external policy communications by working with Trust and Safety.
• Identify model improvement opportunities for increased accuracy and precision by working with APaS.
• Lead the partnership with gTech and gTech Ads Leadership to set and manage expectations in alignment with their goals, and ensure Policy plans are future-ready based on those goals.
• Lead the partnership with gTech practitioners to drive operational readiness towards policy launches and changes.Manage and deliver on the service metrics for Policy, and drive exceptional customer satisfaction.
• Lead the partnership with gTech practitioners to drive operational readiness towards policy launches and changes.
• Manage and deliver on the service metrics for Policy, and drive exceptional customer satisfaction.

Experience Level

Mid Level