Customer Support Senior Associate - Partner Campaign Manager

Customer Support Senior Associate - Partner Campaign Manager

Google Operations Center


Customer Support Senior Associate - Partner Campaign Manager


Details of the offer

Join Us!
Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As the Partner Campaign Manager, you will be responsible for delivering support for MRO Partner Campaigns, from problem management to security and technology support.

Position Responsibilities
Provide excellent customer service by answering questions and resolving issues
Maintain a positive and professional attitude towards customers
Provide support across a variety of platforms, including chat, live email, instant messaging, and phone
End-to-end campaign implementation and support (Manual partners), from pre-campaign logistics through to post campaign reporting
Support pre-campaign activities by providing access to partner sales sites and folders, generating ad-hoc inventory forecasts for possible business opportunities, and answering partner queries regarding campaign setup
Facilitate campaign launches by issuing service agreements, collecting and reviewing assets, and sending launch confirmation emails
Monitor campaign status by implementing optimization techniques and providing ad-hoc status/delivery reporting
Provide post-campaign support through ad-hoc reporting and uploading Athena reports/screenshots
Troubleshoot for cross-sell partners including forecasting, general inquiries, rate card/billing, targeting/campaign setup, GDPR, and viewability
Work with internal and external clients as well as process partners to understand their needs and expectations and to direct them to the proper solution in a timely manner.
Reproduce errors, problems or bugs as a part of a case investigation. Ultimately determine whether the case is an application problem, an operational error or an enhancement
Raise or surface questions and/or suggestions for product and process improvements

We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about

At Google Operations Center, we don’t just accept differences, we celebrate them. 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. If you have a disability or special need that requires accommodation, please let us know.
Minimum Qualifications
Excellent verbal and written English language skills, including strong vocabulary, grammatical, and stakeholder/client communication skills
Bachelor’s degree from an accredited institution
Ad campaign, project or email management experience is required
Prior work experience, with a background in BPO and/or captive services organization or digital media/advertising
Amenable to working nights and holidays as needed
Must acquire analytical skills, and grace under pressure, with an all-encompassing ability to professionally communicate with customers verbally and in writing. This involves translating internal technical jargon to externally shareable, good quality, email correspondence.

Preferred Qualifications
At least 2 years of knowledge and experience with a Digital Marketing platform similar to Facebook, YouTube and Google Ecosystem.
Must be able to function in a fast-paced, high-pressure, dynamic, and global environment.
Must be capable of balancing multiple priorities, most of which are Quality, Customer Satisfaction and Timeliness.
Must have a dedication to documenting customer interactions, and be oriented towards solutions by keeping the case diligently up-to-date.



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