Senior Manager, Customer Support Digital Transformation, gTech Ads
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Minimum qualifications:
- Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience.
- 10 years of experience in a solution engineering or architecture role.
- 5 years of experience writing code in one or more programming languages.
- 5 years of experience in designing workflows/customer user journeys optimized for Customer Experience.
- 5 years of experience in stakeholder management, professional services, or technical consulting.
- Experience with AI enabled solutions.
Preferred qualifications:
- Experience in developing or implementing AI strategy, roadmap, for customer services or support.
- Experience with AI and tech enabled self help support and troubleshooting for customer support.
- Experience with traditional AI, GenAI, Agentic AI, across text and multi-modal applications.
- Knowledge and experience using Google Ads or other online advertising solutions and the media/tech landscape.
- Demonstrate a cultural understanding and be comfortable working with global teams.
About the job
The Digital Transformation team in gTech Ads Customer Support is at the forefront of transforming customer support using AI for our Ads customers. We have the unique opportunity to incubate, build and scale AI Solutions, to modernize all aspects of customer support, elevate the customer experience, and empower our support teams to deliver exceptional service.
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
- Transform how our ads customers are currently using our self-service capabilities with AI and technology.
- Create an immersive self-service experience with AI that would become the preferred channel for customers.
- Identify and evaluate Customer User Journeys to incubate with AI.
- Work with partner teams to develop a roadmap, and lead proof-of-concepts and scaled solutions.
- Lead a global team of Digital Transformation Consultants.
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