Google Phone Support: Improvements On The Way

• Rob Jackson
• 15 years ago

The Nexus One admittedly had 3G connectivity issues. But equally disturbing is that users trying to gain support for their problems were met with silence and dead ends. Andy Rubin himself acknowledged the company needed to improve in the “support” department and you’ve got to cut them some slack – they’ve never been in this type of situation before.

Now the company seems focused on improving the support of their Google Phones by hiring an employee dedicated to managing exactly that – Phone Support Program Manager. Check out the listing:

The area: Online Sales and Operations

The Online Sales and Operations (OSO) team keeps Google growing and profitable. We are dedicated to supporting the company’s expanding base of advertisers, publishers and users in more than 40 languages on a global basis, and providing them with the highest levels of service. We are responsible for supporting customers and generating revenue from a broad range of products such as AdWords, AdSense, Gmail and Google Earth. This means that OSO team members need to be proactive, motivated, organized, responsible – and able to work well in a fast-paced, team-oriented environment.
The role: Phone Support Program Manager, Android/Nexus One

As Phone Support Program Manager for Android and the Nexus One, you are responsible for ramping up and managing operations of Google’s telephone support for our direct-to-consumer Android/Nexus One customers. You own our external partner management, aligning internal objectives and strategy with partners’ operations. Partnering with the Android Consumer Operations team, you are responsible for driving operational efficiency while providing outstanding support for our customers and identifying top user issues to feed back into the product development process. The optimal candidate will have direct experience in call center and partner management to drive customer satisfaction around their support experience.
Responsibilities:

* Lead Google’s direct relationships with one-on-one support vendors to drive a successful customer experience for direct-to-consumer Android customers.
* Define and implement scalable business practices that leverage our internal best practices in one-to-many support to create efficiencies in high-touch support activities through channels such as phone and chat.
* Play a central role in helping the team build success metrics, reports, and infrastructure tools.
* Establish and manage to defined service level requirements to ensure vendors are meeting contractual requirements and customers are receiving target service levels and establish and manage training program for support representatives.
* Work with internal resources to provide escalation resolution for dissatisfied customers.

Requirements:

* Bachelor’s degree preferred with a strong academic record. MBA a plus.
* At least 5 years of general business experience with direct experience managing call center operations directly or through a vendor.
* Excellent partner communication skills and presentation abilities, including comfort in front of a large audience.
* Excellence analytically with technical, contractual, and financial issues.
* In-depth knowledge of call center management tools such as Network Queue call routing, ACDs, IVR’s, CRM, performance management systems, and core call center metrics.
* Project management experience and ability to handle multiple time-sensitive projects and competing priorities.
* Ability to effectively think strategically and influence cross-functional teams, such as Technical Service, Product Development, and Engineering teams to resolve problems and to provide input into new features and products.

Way to be pro-active Google…me likey. Although one could argue they should have thought about this in advance, the important thing is that we’ll soon have better support when we need it!

[Thanks Ron!]