Customer Experience Manager

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