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Google, Inc.

Manager, Google Fiber Customer Service Tools

Google, Inc. - San Francisco, CA

Manager, Google Fiber Customer Service Tools


San Francisco


Note: By applying to this position your application is automatically submitted to the following locations: Mountain View, CA, USA; San Francisco, CA, USA

With the Google Fiber team, you will work on cross-product and cross-team initiatives, working closely with cross-functional team members to refine and evolve our projects, as well as deploy new technologies to markets and communities around the globe. You like being on-the-ground, executing complex projects that bring internet access to people.

As the Manager of the Customer Service Tools team, you will manage a small team of Tools Developers. You are a “player-coach” who enjoys not only leading people but also taking on the resolution yourself, when needed. You will work directly with cross-functional teams such as Engineering and Product to gather requirements to improve and innovate our service delivery. You have a passion for providing excellent customer support.

The Google Access team works to make Internet access more powerful, accessible and affordable for all. We also work to develop the next-generation technologies that will improve the lives and businesses of our millions of users around the planet. Want to change the world? Good. So do we


Represent the team to cross-functional teams and management.

Oversee team performance and identity, hire and retain talent.

Analyze and trend large technical data sets and generate reports for cross-functional teams.

Prioritize tools requests based on impact and effort.

Develop playbooks and procedures for your team and others.


Minimum qualifications:

Bachelor's degree in Computer Science or related technical field or equivalent practical experience.

4 years of leadership experience and direct management experience with teams.

Experience with Internet technologies (e.g., HTTP, HTML, javascript, XML, etc.).

Experience with information systems and technologies (e.g., data management, SQL, etc.).

Preferred qualifications:

MBA or MS degree

Experience identifying business needs, defining, and building technical solutions to address business needs in a start-up environment.

Practical Machine Learning experience

Experience with ticketing workflows

Ability to influence and communicate across multiple functions (e.g., Product Management and Engineering) and up and down the organization.

At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. 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.

To all recruitment agencies:

Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees or any other company location. Google is not responsible for any fees related to unsolicited resumes.

97 days 19 hours ago

Google, Inc.


Manager, Google Fiber Customer Service Tools Google, Inc. - San Francisco, CA, United States


Location: San Francisco, CA

Company Profile:
Google Inc., a technology company, builds products and provides services to organize the information. The company offers Google Search, which provides information online; Knowledge Graph that allows to search for things, people, or places, as well as builds systems that recognize speech and understand natural language; Google Now, which provides information to users when they need it; and Product Listing Ads that offer product image, price, and merchant information. It also provides AdWords, an auction-based advertising program; AdSense, which enables Websites that are part of the Google Network to deliver ads; Google Display, a display advertising network; DoubleClick Ad Exchange, a marketplace for the trading display ad space; and YouTube that offers video, interactive, and other ad formats. In addition, the company offers Android, an open source mobile software platform; hardware products, including Chromebook, Chrome, Chromecast, and Nexus devices; Google+ to share things online with people; Google Play, a cloud-based digital entertainment store for apps, music, books, and movies; Google Drive, a place for users to create, share, collaborate, and keep their stuff; and Google Wallet, a virtual wallet for in-store contactless payments. Further, it provides Google Apps, which include Gmail, Calendar, and Google Sites that are built for people to work anywhere, anytime, on any device without loss of security or control; Google Maps Application Programming Interface; and Google Earth Enterprise, a software solution for imagery and data visualization. Additionally, the company offers Google App Engine, a platform as a service offering; Google Cloud Storage; Google BigQuery for real time analytics; Google Cloud SQL for structured query language; and Google Compute Engine, an infrastructure as a service platform. It also offers mobile wireless devices, and related products and services. Google Inc. was founded in 1998 and is headquartered in Mountain View, California.