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Job Description:

For immediate consideration, please apply here.

Please note e-mailed applications will not be considered.

This position is based in Mountain View, CA.

The area: SMB Sales and Operations

When our millions of advertisers and publishers are happy, so are we! As small business experts, we help get local entrepreneurs on the map, and deliver a beautifully simple, intuitive experience that enables customers to grow their businesses with us. By spotting and analyzing customer needs and trends, our innovative teams of strategists, account developers and customer support specialists work together on scalable solutions for each business, no matter its age or size.

The role: Head of SMB Help

Working within our Advertising Operations function, you help the wider Global Advertising & Product Operations team better serve Google's worldwide user base for our AdWords product. This fast-paced sales and support team quickly identifies and resolves customer concerns and contributes to the growth of our programs. You continue to hone your account management and relationship-building skills, supporting some of Google's top advertisers and agencies by providing the best possible service via phone, email, or chat. Your responsibilities range from managing advertiser accounts, developing compelling advertising solutions for brand advertisers, to developing scalable support solutions. You work within a diverse team with colleagues throughout Europe, sharing your advanced knowledge of Google products and advising your clients on the best strategy for them to achieve their desired results. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn. You also boast experience in customer service, sales, marketing, or consulting.

Aiming to become the #1 company at servicing Small and Medium Businesses (SMBs) with their advertising needs. We would like to provide a flawless experience to our customers by preempting any issues they might have, resolving issues fast when they arise, and also providing all the resources necessary proactively to make our customers successful with AdWords. As the Head of SMB Help, you will be responsible for making the online help experience easy and efficient for our customers in 42 languages. You will be responsible for the management of the Help Center properties globally and the In Product help properties (i.e., in AdWords) to ensure that we resolve our customers’ needs. The key metrics that you will focus on is Resolution of customer issues, adoption of recommendations made in our Help products recommendations and overall satisfaction with the Online Help experience we provide. There is a significant opportunity to continue to improve that experience and anticipate customer needs and to take online help to the next level by finding the right balance between delighting our customers and providing efficient help at the right time. You will report into the Director of Global Online Help for AdWords and will manage a team.


  • Deliver the customer experience that achieves 100% resolution of issues that can be self-helped and creates high adoption of recommendations made to customers to improve their results with AdWords
  • Define the strategy for AdWords Help Center / In product help, specifically key priorities to achieve key metrics and objectives for team members across a Global Project team focused on User Experience, Product needs, and a team of local Help property managers for key markets
  • Work closely with other key stakeholders who provide other aspects of Online Help (i.e., the Social, Community and Editorial managers) to create an integrated Online Experience across all help channels. Set goals/targets for Help and track performance against them
  • Manage key stakeholders to deliver results on an ongoing basis (Editorial, Community, Social, Customer Operations, Marketing, and ConOps)
  • Work closely with Product/Engineering teams to define requirements for technology solutions to continue to improve the Help experience -- this is a critical part of the role. Manage, coach and develop team to ensure high performance of the team. Communicate strategy and progress to key stakeholder in the organization and advocate for resources and budget .

Minimum qualifications:

  • BA/BS degree. In lieu of degree 12 years experience in internet services, consulting.
  • Focus on the customer and experience working in a matrixed organization and exceptional influencing skills.

Preferred qualifications:

  • MBA
  • Consulting (or other analytical background) and internet services experience. Engineering background a good to have.
  • Experience setting up programs from conception to implementation.
  • Strong interest for Help. Social experience, Online Education experience a good to have.



For immediate consideration, please apply here.

Please note e-mailed applications will not be considered.

Job Category:

Sales and Marketing

Career Level:

Management (Manager/Director)

Job Type:

Full Time/Permanent