gTech Service Manager

Google•Chicago, IL

About The Position

gTech 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. In this role, you will tailor rollout plans to unique client operations while serving as a critical insights and early warning system for key advertisers. As a foundational team member, you will apply an enterprising mindset to build and scale workflows from scratch. This role requires agility to navigate evolving technology landscapes, informing global strategy on high-stakes security initiatives and driving the adoption of best practices across Ads accounts. Google creates products and services that make the world a better place, and gTech’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.

Requirements

Bachelor’s degree or equivalent practical experience.
8 years of experience in a project management or a customer-facing role.

Nice To Haves

MBA degree.
10 years of experience in digital marketing, working directly with advertising agencies, holding companies, or demand-side platforms (DSPs).
5 years of experience leading support operations in a high-tech environment.
Experience managing technical escalations and guiding them to resolution.
Knowledge of Google’s advertising solutions, media landscape, sales channels (Large Customer Sales and Google Customer Solutions) and Agency sales dynamics.

Responsibilities

Identify operational risks and implementation blockers. Partner with sales to evaluate customer infrastructure and design tailored security solutions that align with stakeholder needs/technical requirements.
Orchestrate end-to-end implementation roadmaps, providing communication templates, timelines, and technical resources. Facilitate user tasks at scale, such as passkey deployment, while proactively resolving administrative/technical roadblocks.
Ensure long-term adoption through compliance monitoring and structured feedback loops. Standardize global go-to-market strategies by developing playbooks and proactive interventions to stabilize high-stakes security rollouts.
Act as a structured voice for the customer, balancing upstream technical improvements with ground-level experience. Drive cross-channel solutions to scale security best practices across Google’s global advertiser base.
Cultivate global connectivity across partner teams to deliver unified outcomes. Establish success frameworks that quantify impact on customer experience while providing executive-level escalation support across regions.