Policy Specialist, gTech Ads
About the role
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.
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.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in an internal or external customer-facing role or technical project management.
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 advertising solutions and the media landscape, both online and offline.
- Excellent analytical and structured problem-solving skills.
- Google Ads knowledge.
- Thinking focused on solving business issues.
Skills
Benefits
US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits