About the job

g Tech 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.

The g Tech Service Manager (gSM) for LATAM serves as a bridge between Google's LATAM Large Customer Sales (LCS) and Customer Experience (CX) organizations to ensure a smooth support experience for many of the region's fastest-growing LCS Ads customers.

In this role, you will focus specifically on streamlining the operational support experience for torso and tail customers at scale, including: simplifying the landscape for sellers and orchestrating support for escalations, while providing the stability needed for our long-term AI and self-service solutions to mature.

Google creates products and services that make the world a better place, and g Tech’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

• Build relationships with sales teams in the region, and own the region’s overall operational health and satisfaction.

• Identify troubleshooting and knowledge gaps proactively within the region to prioritize enablement, training, and automation opportunities.

• Orchestrate resources to solve cross-product troubleshooting escalations, and provide additional context and interim advice to unblock critical issues.

• Contribute as a key stakeholder and co-owner of executive-level business reviews (e.g., QBRs/MBRs) from a support point of view (POV).

• Serve as a key point of contact, particularly for their customer support needs, and leveraging a holistic view of their technical services.

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.

• 8 years of experience in a technical project management or a customer-facing role.

• Ability to communicate in English and Portuguese fluently to engage with local stakeholders.

Preferred qualifications

• MBA degree.

• 5 years of digital marketing experience working with advertisers and agencies.

• 5 years of experience leading global support operations in a high-tech environment.

• Experience developing and scaling services in partnership with peer teams (and potentially outsourced vendor leadership teams).

• Experience managing technical escalations and accelerating them to resolution.

• Knowledge of Google’s advertising solutions, the media landscape, and Americas Large Customer Sales (ALCS) and Agency sales dynamics.