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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!
Role Overview:
As the gTech Ads Platinum Customer Experience Senior Associate you will leverage deep expertise, profound product knowledge and a thorough understanding of customer challenges to deliver exceptional customer experience for the products in Google Marketing Platforms (Display & Video 360, Search Ads 360, Campaign Manager 360) resolving various campaign set up and performance related issues for Advertisers/ Agencies/Internal Clients/ Sales. All of your efforts go towards ensuring that our products are working and our top tier customers optimize them to deliver desired results.
Position Responsibilities:
Understand broader context of customer challenges,delving into account-specific nuances and the depth of issues encountered to provide a holistic and tailored support that goes beyond X-product and X-Service limitations
Comprehensive and nuanced understanding of various products and Customer familiarity within Customer cohort & Industry/Sector for better troubleshooting of issues
Demonstrate end to end ownership for solving complex problems by actively collaborating with colleagues across different teams (Front line, product specialist, Engg, Risk, Ads approval et) & functions to leverage a collective pool of expertise to ensure customers receive the most comprehensive and effective solutions regardless of their specific product usage
Maintains exceptional performance metrics such as Escalations, customer satisfaction, quality, productivity, first contact resolution, speed of response and reliability as well as awareness of maintaining healthy input metrics like time to respond, quality of consults and rate of follow ups
Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues.
Flag and escalate issues to solve for the customer by identifying the customer Issues swiftly and by involving the right expert
Proactively develop innovative ideas & Customer insights to solve for emerging customer and operational needs
Ability to navigate the complexities of evolving AI tooling solutions and A/B testing alongside troubleshooting customer issues
Required Skills:
Excellent verbal and written English language skills. The candidate must possess good comprehension and fluency in the language.
Minimum Bachelor's degree or equivalent practical experience with a strong academic record
Two to six years of solid customer support/troubleshooting experience using online advertising/analytics products Google Analytics via Email, Chat and Phone channels [Open to work 24*7 operations including Night shifts]
Media Planning & Strategy Understanding and awareness of media plans for global campaigns across multiple channels. Ability to understand competitor analysis and media strategy and budget allocation.
Campaign & Ad Operations (Trafficking) Experience with ad servers (e.g., Google Campaign Manager 360, Sizmek, Flashtalking) to traffic and manage digital ad campaigns.- Set up and manage complex campaign structures, including various ad formats, targeting parameters, and tracking pixels.- Troubleshoot and resolve ad trafficking issues, such as creative rejection, tracking discrepancies, and delivery problems
Campaign Execution & Optimization Proven track record of flawlessly executing multi-layered global campaigns in a fast-paced environment. Monitor campaign performance in real-time and make data-driven simple optimization recommendation.- A/B test different creative, targeting, and bidding strategies to maximize campaign effectiveness.
Campaign Analysis and Diagnostics- Experience conducting root cause analysis (RCA) to determine the source of inefficiencies, errors, or delays. Analyze performance data and user feedback to identify key areas for process improvement, presenting findings with clear data-driven evidence.
Advanced Problem-Solving & Ownership- Demonstrates full ownership of complex technical problems, acting as the primary driver from initial triage to final resolution. Independently manages incident timelines, escalations, and customer communication for high-priority issues.
Customer-Centric Resolution Translates complex internal troubleshooting efforts into clear, concise, and effective solutions for the customer.- Delivers comprehensive solutions that address the root cause of an issue, adaptable to customers using different aspects of the product suite.
Required Certification
Good to have Certification (s):
Google Ads Measurement - Skillshop
Google Analytics - Skillshop
Ability to read and understand Basic Javascript, Browser logs (Google Chrome Developer Logs), and basic HTML. Ability to read, write and understand SQL related queries.
Benefits
We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences
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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.
To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC is not responsible for any fees related to unsolicited resumes.
Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.
