As the Director, Technical Product Experts for product operations, you will manage and lead a team of technically savvy, operations and best troubleshooting team to support and partner with internal support teams and ads and commerce engineering teams, in order to scale engineering escalations and improve serviceability of the ads products. You will collaborate with multiple internal stakeholders including Google Technical Services frontline teams, global support, Product Management, and Engineering to lead and define industry workflow development while providing technical and strong operations support.
The Product operations organization provides business critical services using analytics, ensures cross-functional alignment of goals and execution, and helps product and engineering teams drive launches and new initiatives forward. We stay focused on aligning the highest-level company priorities with strong day-to-day operations, and help evolve early stage ideas into future-growth ads initiatives.
Manage and lead our Global team of Technical Product Experts.
Streamline operational workflow by identifying bottlenecks and applying efficient, short-term workarounds while also working/planning long-term solutions. Drive development and training programs for team on-boarding guidelines, templates, specifications, and related materials.
Lead development of internal delivery metrics and service-level agreements (SLAs), and measure/monitor volume/throughput performance, driving improvement throughout the process. Analyze and develop metrics for ongoing business processes, and drive change management to improve the processes over time.
Present synthesized data to executive teams.
Maintain deep and comprehensive knowledge of Google ads products.
Qualifications
Minimum qualifications:
10 years of experience managing a global engineering escalation team.
6 years of experience managing engineering and launching products through the lifecycle.
Operations experience to monitor, manage, and achieve support KPIs (including case resolution SLA, CSAT, and misdirect goals); experience with continuous process and workflow analysis.
Preferred qualifications:
MS CS or other advanced degree.
Demonstrated record of being proactive, making constructive suggestions and coming up with incremental improvements as well as step changes.
Strong knowledge of using and pivoting with data to ensure understanding of performance and insights from there that lead to innovation. Expert in providing the highest level of technical support possible to the team.
Ability to thrive in a fast-paced environment with a strong desire to learn the Ads products, to make things happen, to have fun along the way and to keep a positive attitude.
Ability to lead and align cross-functional stakeholders around common goals. Effective communication and organizational skills with a strong attention to detail.
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