AI and Knowledge Strategist, gTech Ads

Google•Boulder, CO

About The Position

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner. In this role, you will provide Google’s customers, partners, and support agents with accurate, discoverable, and consumable knowledge for Google Ads and Merchant Center solutions. You will design scalable self-help experiences rooted in content expertise and a deep understanding of user needs. 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.

Requirements

Bachelor’s degree or equivalent practical experience.
3 years of experience troubleshooting technical issues for internal/external partners or customers.
Experience in either system design or reading code (e.g., Java, C++, Python).

Nice To Haves

Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
5 years of experience with data analysis and SQL/MySQL.
5 years of experience in a customer-facing role.
5 years of experience in operations management (i.e., process improvement, operational reviews, optimizing workflows, etc.).
Understanding of AI-powered content strategy tools and technologies.

Responsibilities

Guide content strategy and solution design that scales across multiple product areas to drive self-sufficiency and reduce support cases.
Collaborate with stakeholders to define and scale content infrastructure, including AI-powered tools for creation, optimization, and personalization.
Develop tools, operational processes, and training materials to integrate content solutions into business-as-usual (BAU) workflows that scale across the organization.
Establish content quality standards and implement processes to validate the accuracy of data used to train AI models globally.
Analyze insights across all support surfaces to report on global trends and monitor industry best practices to improve overall team strategies.