Partner Experience Specialist - gTech Ads Sellside

About the Role

The gTech Ads team at Google provides comprehensive support and technical services across all advertising products. This includes assisting customers in maximizing their use of Google Ads and Publisher products, helping set up accounts, implementing campaigns, and delivering complex technical solutions tailored to customer needs. The Sellside group focuses on solutions for sales teams and publishers, creating scalable tools and services to serve millions of users worldwide, and collaborating closely with Sales, Product, and Engineering teams to enhance offerings and address evolving customer requirements.

Primary Responsibilities

• Offer Level-2 consultation support for partner managers and support teams on issues related to policy, compliance, billing, tax, and payout escalations.
• Develop and maintain internal resources including knowledge base articles, escalation workflows, and troubleshooting guides for Sellside products such as AdSense, AdMob, and Google Ad Manager.
• Lead initiatives around operational readiness, regulatory compliance launches (e.g., GDPR, CMP), and updates to billing and payment systems to enable partners effectively.
• Conduct analyses of partner challenges, enforcement patterns, appeal outcomes, and billing disputes to provide strategic insights and assist in product improvement with cross-functional stakeholders.
• Enhance and scale self-service and automated support mechanisms, including training AI-based troubleshooting tools and optimizing public help center materials.

Candidate Qualifications

• A Bachelor's degree or comparable practical experience is required.
• At least 2 years of relevant experience in solution consulting, project management, customer operations, or managing operational workflows.
• Preferred experience includes resolving intricate partner escalations and streamlining workflows through long-term process improvements.
• Proficiency in analyzing operational data and trends using tools such as SQL, dashboards, or spreadsheets to diagnose root causes and implement lasting solutions.
• Experience independently managing comprehensive projects, influencing diverse stakeholders including Product, Finance, and Operations teams, and effectively communicating progress and outcomes.
• Background in digital advertising, publisher monetization platforms (like AdSense, AdMob, Google Ad Manager), digital media, or technology operations is advantageous.
• Skill in developing technical workflows, improving automated support tools, and optimizing self-service resources is highly desirable.

Additional Information

Applicants who already have the legal right to work in Singapore and do not require visa sponsorship will be prioritized. Google is committed to equal opportunity employment regardless of race, gender, age, disability, or other protected characteristics. Accommodations are available for applicants who require them upon request.