Manager Customer Experience Lab Google Mountain View

Job Description: • 2-minute read •
A highly collaborative group of individuals who are experts in customer experience strategy, the team is charged with creating new insights for Product, Marketing, Sales, and GCE to improve the experience for customers who use Google advertising solutions. As the manager of the team, you will provide leadership to a wide set of strategic initiatives aimed at developing innovative solutions using robust research methodology and data collection. You will oversee direct reports selected in part as candidates for an international rotation, and Temps, Contractors, Vendors (TVCs) focused on the CX Lab’s Trusted Tester Program. The team is known as a center of excellence for organizational design and leadership, having developed the Self-Managed Teams model now used by GCE globally and other innovative work methods.
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This is a challenging role combining people leadership, problem solving rigor, and executive communication expertise. The role has global impact and many cross-organizational stakeholders at very high levels. To be successful in this job, you will bring a strong leadership background with knowledge of AdWords and online advertising, as well as strong communication and project management skills required to work in a dynamic environment. You will be expected to advocate on behalf of our customers, as well as actively advocate the innovations developed within the Lab to senior stakeholders. The role enables you to shape the future customer experience, to support AdWords product launches, to form future support strategies, and to ensure experimental insights reach appropriate teams and stakeholders.

When our millions of advertisers and publishers are happy, so are we! Our team of entrepreneurial, enthusiastic and client-focused team members are the "human face" of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. We are dedicated to growing the unique needs of advertising companies. Our teams of strategists, analysts, advisers and support specialists collaborate closely to spot and analyze customer needs and trends. Together, we create and implement business plans broadly for every type of businesses.

Responsibilities
Manage team of Googlers and TVCs across multiple high-profile CX initiatives. Oversee CX Lab’s Global Rotation program.
Coordinate, prepare and facilitate meetings with Product, Marketing, and GMS leadership to source research or experimental opportunities and share learnings.
Work in collaboration with CX Lab project team to create initiative designs, strategies, training and coaching plans. Oversee operational setup of all initiatives to maximize Googler capacity and deliver detailed customer research and insights.
Deliver critical CX insights and scaling initiatives to evolve and transform the Customer Experience for Google’s customers across GMS.
Qualifications
Minimum qualifications:
BA/BS degree in business or technical fields or equivalent practical experience.
5 years of work experience with 2 years of experience in people management.
Experience leading teams and managing multiple projects simultaneously.

Preferred qualifications:
Master's degree or MBA.
4 years of work experience in AdWords.
Experience managing projects for online support or education platforms and service operations.
Experience in service operations.
Passionate about developing teams and mentoring talent. Experienced manager who is comfortable measuring performance, delivering feedback, recognizing leadership potential and developing enhanced skill sets.
Demonstrated ability to manage multiple and diverse stakeholders across businesses and leadership levels with minimal oversight. Ability to perform in a highly complex and ambiguous environment.

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