Manager, gTech Ads Customer Support, Tech CoE

As a part of gTech Ads Customer support, Technical Center of Excellence (Tech CoE), you will play a crucial role in building and leading a specialized team that focuses on enhancing product quality and technical operational capabilities to support Google's customers effectively. Your responsibilities will include: - **Being a Thought Partner**: You will work towards systemic transformation across customer support for the product area, enabling strategic initiatives that drive continuous improvement. - **Defining and Implementing Strategies**: You will define, implement, and oversee strategies and processes to achieve faster, high-quality bug resolution. You will analyze bug life-cycle metrics to ensure adherence to defined service level objectives (SLOs) and drive continuous improvement. - **Leading Operational Interventions**: You will lead tactical pivots and operational interventions in response to evolving product Go-to-market strategies, ensuring customer advocacy and value delivery. - **Collaborating with Executive Leadership**: You will collaborate with executive leadership teams to reimagine the future of the support ecosystem, focusing on solving value for customers, team members, and Google as a whole. - **Empowering Global Team**: You will lead, empower, and enable a global team of strategic partners, fostering technical skills, product expertise, and providing oversight and global connectivity to business-focused initiatives, while removing roadblocks to execution. Qualifications Required: - Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience. - 7 years of experience in solution engineering or architecture and 5 years of experience in stakeholder management, professional services, or technical consulting. - 3 years of experience in system architecture and reading code, e.g., Python. - 2 years of experience managing a technical team in a cloud computing environment or customer-facing role. Preferred Qualifications: - Master's degree in Engineering, Computer Science, or related technical fields. - Experience in community engagement, volunteer service, mentorship, or other activities demonstrating improvement of individuals or communities. - Experience in Conversational AI, telecommunications, networking, or contact centers. - Experience in consulting, technical consulting in a customer-facing role, working with a variety of customers, engineers, and business. - Knowledge of other AI frameworks, products, or solutions such as TensorFlow. - Ability to lead and organize the design and implementation of AI-based custom developed cloud solutions.,