Google Fiber Hiring for Churn Strategy and Operations Manager, Google Fiber at Austin, TX Full Time
Note: By applying to this position you will have an opportunity to share your preferred working location for this position from the following: Atlanta, GA, USA; Austin, TX, USA; Durham, NC, USA
Minimum qualifications:
- Experience writing SQL queries; quantitative, modeling and forecasting; statistical programming experience in a package such as R or NumPy and data visualization tools.
- Experience working in the telecommunications field.
- Experience with creating and managing customer performance reporting.
Preferred qualifications:
- 5 years of related work experience performing analytical work in a growing company, consulting firm, or investment banking environment as a financial analyst.
- Experience analyzing data and creating reports, building macros, pivot tables, and using spreadsheets.
- Experience with operational metrics reporting, and target setting.
- Experience with managing/leading a successful team.
- Experience managing company budgets.
About the job
The Retention, Acquisition Marketing, and Penetration (RAP) team manages strategy and operations at Google Fiber. Our team plays a critical role in helping the organization achieve its biggest priority: growth! In addition to managing Google Fiber’s residential churn operations and strategy, the RAP team is often called on to assist with many critical, confidential enterprise projects. This allows for us to work on a variety of getting better projects and new business opportunities that have a direct impact on the overall company success.
“My internet is too fast!” …said no one, ever. Google Fiber’s mission is to deliver abundant, reliable internet on networks that are always fast and open. On our team, you’ll work in a fast-paced environment that’s challenging the status quo in the broadband industry.
Responsibilities
- Manage Google Fiber residential churn (disconnects) channel strategy and operations, budgeting, planning, reporting, and getting better initiatives.
- Manage the customer delinquency/Non-Pay machines, including, but not limited to: changes in Non-Pay Funnel including Delinquency rates, Funnel Efficiency, Gross Disconnects, Reconnects and Net Disconnects.
- Manage churn performance reporting to the leadership team and the organization, and analyze customer data including: weekly/month end projections of churn vs operating plans, and communication plans efficacy to understand current trends, variances, and underlying causes of customer churn.
- Create and manage internal churn team improvements/projects to reduce disconnects and improve the customer experience by working cross-functionally with Sales, Marketing, and Customer Experience leaders.
- Represent and support applicable billing/Business Support Systems migration projects that impact churn operations and/or customer disconnect experiences.
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. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.