Job Detail

The Google Technical Services Product and Tools Operations team maintains the close relationships with the Engineering and Product partners necessary to develop and improve Google’s products and internal tools. We are champions of the customer experience, advocating for feature requests and offering product improvements backed by data-driven insights. Our work enables Google Technical Services teams to deliver delightful support to Google’s millions of customers.

In this role you will oversee a global team of both Product Technology Managers and Product Operation Managers, as well as People Managers as the team drives towards business growth and efficiency goals. You will partner closely with Product Managers, Engineering, UX, Sales, Business Development and various Google Technical Services teams to ideate and oversee the execution of products on Google Shopping from design and conceptualization to testing and deployment to drive for business growth. You’ll be an advocate of the customer experience, advocating for feature requests and offering product improvements backed by data-driven insights with the goal to eliminate the need for support.

This role will focus on the Core Shopping businesses of Google Shopping which includes: Shopping Ads, Showcase Ads, Merchant Center, Manufacturer Center, Google Customer Reviews, Product Ratings, Seller Ratings, and Catalog. Google Shopping aims to connect users with what they are shopping for by organizing the world's shopping information and making it universally accessible and useful. This includes product details, retailer availability, and ratings.

In addition, we focus on making it easier for our advertisers (retailers, manufacturers, and data partners) to partner with Google. We aim to improve client facing tools with new product features and empower clients with various reporting tools. We leverage Google Technical Services' scale to support the global business collaborating with various cross-funcitonal teams to deliver on a seamless product support model with the goal to eliminate the need for support.

Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, it’s got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Google’s products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.

Responsibilities

• Partner directly with Product Management and Engineering management to gain critical product knowledge and expertise to; understand technical implications of product decisions (e.g. long term impact on scaling), influence product support strategies, and effectively close product feedback loop from our external partners.


• Lead analysis to assess product impact, influence feature prioritization decisions, and inform product roadmaps.


• Develop and drive global product strategies. Lead a high performing team of Technical Solutions Consultants and Solutions Consultants to build and execute on those strategies.


• Advocate for our partners. Leverage data-driven user insights to influence product change and create compelling user experiences.


• Coordinate internally across global Google Technical Services teams as well as business development and Sales to optimize the support model to drive product growth while minimizing support costs.

Qualifications

Minimum qualifications:

• BA/BS degree in a technical field or equivalent practical experience.


• Experience in technical sales, sales engineering or professional consulting experience, including designing systems, writing PRDs or coding web applications.


• Experience navigating business organizations, managing cross-functional stakeholders, and negotiating solutions across all parties.


• Experience in a people management role (Manager/Team Lead) in a technical division/organization.

Preferred qualifications:

• MBA degree.


• Experience in an object-oriented programming language (e.g. Java, C++ or Python etc) and/or web technologies like XML, HTML, JavaScript, and/or Unix/Linux.


• Proven ability to effectively influence and communicate across multiple functions (e.g. Product Management and Engineering etc) and up and down the organization.


• Experience identifying business needs, defining, and building technical solutions to address business needs in a start-up environment.


• Ability to deal with ambiguity, to solve complex problems and to scale effectively across a large organization and highly distributed teams.

At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

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