Policy Specialist, Customer Experience, gTech Ads

Google Inc.; Gurugram District, Hyderabad; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Google Inc. in India is hiring a Policy Specialist, Customer Experience for gTech Ads. You will own complex customer issues, apply deep product knowledge, and coordinate with Sales, engineering, and support teams to deliver outstanding service to advertisers.

The role requires ability to translate business needs into solutions, strong communication, and a passion for online advertising. Location includes Gurugram and Hyderabad, with collaboration across India to maximize advertiser success.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
• Policy knowledge is preferred.
• Excellent communication, organizational, customer service, and problem-solving skills.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers, Sales teams, agencies, and partners. Improve product feature offerings by providing partner feedback to internal cross-functional teams.
• Partner with cross-functional (XFN) teams across top emerging trends and opportunity areas. Troubleshoot complex technical product issues. Apply deep product expertise to solve complex technical customer issues and escalations and carry out projects.
• Develop tools and automation for better diagnostics, data fixes, and debugging. Deeply learn our AI-powered Ads products and support.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers.

Skills

Online advertising experience

Data-driven decision making

Cross-functional collaboration

Communication skills

Problem-solving abilities

Education

Bachelor’s degree or equivalent practical experience

Tools

Google Ads

YouTube

Job description

Policy Specialist, Customer Experience, gTech Ads

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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Gurugram, Haryana, India; Hyderabad, Telangana, India.

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing 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 using insights from data to influence business decisions.
• Experience in project management, including initiating workstreams, developing project plans, and fostering cross-organizational collaboration.
• Policy knowledge is preferred.
• Excellent communication, organizational, customer service, and problem-solving skills.

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 have deep product knowledge, provide high quality customer experience and own customer solutioning. You will focus on managing troubleshooting tasks and provide resolution to issues. You will also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

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

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers, Sales teams, agencies, and partners. Improve product feature offerings by providing partner feedback to internal cross-functional teams.
• Partner with cross-functional (XFN) teams across top emerging trends and opportunity areas. Troubleshoot complex technical product issues. Apply deep product expertise to solve complex technical customer issues and escalations and carry out projects.
• Develop tools and automation for better diagnostics, data fixes, and debugging. Deeply learn our AI-powered Ads products and support.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers.

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. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

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.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.