Director Engineering, Customer Engagement Support Platform
Location
Secunderabad | India
Job description
Minimum qualifications:
- Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.
- 15 years of professional experience, including 10 years of experience in managing and leading engineering teams that build technical infrastructure and the data systems supporting it.
- Experience operating within organizations, with cross-functional, product, or engineering elements.
Preferred qualifications:
- Experience delivering value to customers incrementally leveraging Agile principles and knowledgeable in one or more Agile Development Methodologies (e.g., Scrum, Kanban, etc.).
- Expertise and experience to mentor and grow other leaders.
- Expertise in highly scalable applications to enable the ever growing needs of our business partners and end customers.
- Understanding of machine learning and automation techniques to improve the efficiency of their applications.
- Ability to to work cross-functionally, and use customer-first thinking and leadership to develop long-term strategy.
- Leadership skills in technical operational excellence (i.e. production excellence).
About the job
The Customer Engagement Support Platform Cases team provides a consistent customer and agent experience across the Ads and consumer-facing product base. Cases helps Google's agents be an advocate for Google to our customers while helping them solve their problems.
As a Director, you will help the Cases in India team deliver in their mission and product areas, which will evolve over time. The Cases team's mission is to deliver excellent 'high-touch' interactions between support agents and users, globally. Experiences span interactions through phone, chat, and email, bringing efficiency and effectiveness with intelligence, automation, and easy to use tools and services. They deliver solutions that are directly used by cross-functional users internally (e.g., agents, admins, team leads) and customers externally (e.g., Ads, Consumer, YouTube). They solve complex technical challenges across many dimensions ranging from greenfield application development to reinventing legacy systems to meet new emerging needs of our customers. The services and applications under the Director's charge require 24/7 high availability, low latency, and high scalability.
Users come first at Google. Nowhere is this more important than on our Advertising and Commerce team: we believe that ads and commercial information can be highly useful to our users if that information is relevant to what our users wish to find or do. Advertisers worldwide use Google Ads to promote their products publishers use AdSense to serve relevant ads on their website and business around the world use our products (like Google Shopping, and Google Wallet) to support their online businesses and bring users into their offline stores. We are constantly innovating to deliver the most effective advertising and commerce opportunities of tomorrow.
Responsibilities
- Provide technical outlook and strategy for a team of engineers. Design and lead a multi-year technical roadmap, balancing short- and long-term technology investments.
- Communicate and collaborate with partners and stakeholders to define the outlook, roadmaps, and success metrics to shape technical and product investments.
- Provide managerial and technical leadership to a growing and evolving technical organization with appropriate structure, process, and mentoring to enable a high performing team.
- Lead software development efforts by driving architecture selection, software design, execution, and operations to build out architectures that are resilient to change. Uphold high expectations for scale, availability, latency, and performance of the Customer Engagement Infrastructure and high productivity for developers.
- Build a collaborative environment, helping the team execute to their maximum potential and develop talent through effective mentoring, succession planning, and retention strategies.
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