Customer Experience Manager
Google · Boulder, CO
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- On site
- Full-time
- $172,500 / year
- Boulder, CO
Job highlights
- Manage customer experience for Google Ads products.
- Develop and scale customer support workflows.
- Partner with sales for tailored client solutions.
- Drive adoption of best practices and security initiatives.
- Quantify customer impact and provide escalation support.
About the role
Customer Experience Manager
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.
About the Job
As a Customer Experience Manager, 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.
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.
Minimum Qualifications
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a project management or a customer-facing role.
Preferred Qualifications
- 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.
Equal Opportunity
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. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Key skills/competency
- Customer Experience Management
- Project Management
- Digital Marketing
- Support Operations
- Technical Escalations
- Google Ads
- Media Landscape
- Sales Dynamics
- Client Operations
- Security Initiatives
Skills & topics
- Customer Experience Manager
- Customer Support
- Project Management
- Digital Marketing
- Ad Tech
- Google Ads
- Client Services
- Technical Support
- Operations Management
- Customer Success
How to get hired
- Tailor your resume: Highlight your project management and customer-facing experience, emphasizing your 8+ years in these fields, and any relevant digital marketing or support operations background.
- Showcase relevant experience: Detail your experience managing technical escalations, understanding of Google Ads, and ability to work with advertising agencies or DSPs if applicable.
- Address preferred qualifications: If you have an MBA, 10+ years in digital marketing, or 5+ years in high-tech support operations leadership, ensure these are prominent.
- Prepare for interviews: Be ready to discuss how you would identify operational risks, orchestrate implementation roadmaps, and act as a voice for the customer.
- Understand Google's culture: Research Google's commitment to innovation, customer focus, and equal opportunity to align your responses with their values.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the preferred working locations for the Customer Experience Manager role at Google?
- The preferred working locations for this Customer Experience Manager position at Google are Chicago, IL, USA; Boulder, CO, USA; and New York, NY, USA. Candidates will have the opportunity to share their preferred location during the application process.
- What is the minimum experience required for the Customer Experience Manager role at Google?
- The minimum qualification for the Customer Experience Manager role at Google is a Bachelor's degree or equivalent practical experience, coupled with 8 years of experience in a project management or a customer-facing role.
- Does Google offer remote work for the Customer Experience Manager position?
- While the job posting lists specific US cities (Chicago, Boulder, New York) as preferred working locations, it does not explicitly state whether the Customer Experience Manager role is fully remote. It's best to clarify this during the application or interview process.
- What is the salary range for the Customer Experience Manager role at Google in the US?
- The US base salary range for this full-time Customer Experience Manager position at Google is $141,000 to $204,000 annually, not including bonuses, equity, or benefits. The exact salary will depend on factors like role, level, location, and candidate experience.
- What kind of technical skills or knowledge are beneficial for the Customer Experience Manager role at Google?
- Beneficial technical skills and knowledge for the Customer Experience Manager role include experience managing technical escalations, understanding Google's advertising solutions, familiarity with media landscapes and sales dynamics, and experience with demand-side platforms (DSPs).
- How does Google ensure equal opportunity in its hiring process for the Customer Experience Manager role?
- Google is committed to equal employment opportunity and affirmative action for all applicants, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. They also consider qualified applicants regardless of criminal histories.
- What is the application deadline for the Customer Experience Manager position at Google?
- The application window for the Customer Experience Manager position at Google will be open until at least March 20, 2026. However, the listing may close sooner based on business needs.