Product Excellence Manager, Policy

Socket.dev; Sunnyvale (CA); On-site; USD 140,000 - 204,000; Full time

Job summary

Google's gTech Ads team seeks a skilled professional to support policy across the Ads product stack. The role focuses on simplifying complex policies, coordinating with trust and safety, and delivering accurate policy experiences for advertisers in a full-time onsite capacity in Sunnyvale, CA.

You will collaborate with product, engineering, and sales to ensure policy launches are ready, and you will contribute to measures that drive customer satisfaction and ROI for advertisers globally.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years in customer-facing or technical project management.
• Experience in managing complex multi-stakeholder engagements.

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.

Skills

Customer-facing role

Technical project management

Troubleshooting

Google Ads knowledge

Advertising solutions knowledge

Problem-solving

Education

Bachelor’s degree or equivalent practical experience

Job description

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 8 years of experience in an internal or external customer-facing role or technical project management.
  

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.
  
• Google Ads knowledge along with thinking focused on solving business issues.
• Knowledge of advertising solutions and the media landscape, both online and offline.
• Excellent problem-solving skills.

About the job:

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

In this role, you will be a part of the gTech Ads team, which provides media and technical support across the entire Google Ads product stack. This is a full-time onsite position in the team responsible for accounts policy globally. As a core team member, you will collaborate cross-functionally to simplify complex ad policies, execute operational readiness plans for new launches, and partner closely with Product/platform and trust and safety team to deliver an accurate, frictionless policy experience for advertisers.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.

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.