Marketing - Program Management Specialist (Concierge Support)

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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...

The Program Management Specialist (Concierge Support) will be the primary point of contact for all regional inquiries submitted through the Global Demand Center (GDC) Concierge web portal. This global role will facilitate cross-functional collaboration to resolve marketer questions about Google Cloud Marketing processes, identify trends in the reports, and drive process improvements for the team. The GDC Concierge team and platform are dedicated to providing rapid and effective support, empowering regional marketing teams to achieve their goals.

Responsibilities
• POC for day-to-day support operations, ensuring efficient issue resolution and adherence to service level agreements (SLAs)
• Monitor and analyze KPIs to identify and implement operational improvements
• Drive process optimization projects, streamlining workflows and enhancing team productivity
• Conduct comprehensive training needs assessments and develop targeted training programs
• Analyze support data to uncover trends, identify root causes, and proactively address customer pain points
• Leverage data insights to improve customer satisfaction and drive continuous program enhancement
• Maintain a global publishing process with SMEs for AI solutions to work
• Create, maintain, and enhance (internal and external) knowledge bases, Playbooks, and overall documentation, ensuring resources are up-to-date
• Prepare regular reports on operational performance, highlighting key metrics and insights for stakeholders
• Champion exceptional customer experiences, ensuring seamless support interactions
• Collaborate with subject matter experts (SMEs) to resolve escalations and complex customer issues
• Manage ticket queues, administrative tasks and system configuration within the Zendesk platform

Minimum Qualifications
• 5+ years of experience in operations/project management in a role requiring business judgment, preferably within marketing with a focus on customer service outcomes
• 1+ years experience of gathering insights from data and trends to build solutions for the program
• Excellent English communication (both written and oral), strong problem-solving approach with the ability to absorb complex technical concepts and communicate them to a non-technical audience
• Strong leadership and interpersonal skills and stakeholder management to be able to work as part of a team and communicate program insights to leadership

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