Google Hiring for Partner Services Architecture Lead, Google Cloud 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: Austin, TX, USA; Atlanta, GA, USA; Sunnyvale, CA, USA
Minimum qualifications:
- MBA degree or equivalent practical experience
- 10 years of experience working in leadership roles for call center environments
- 5 years of experience in Project Management Office or in an outsourced operations strategy role
Preferred qualifications:
- Six Sigma or Lean certification
- PMI, Agile/Scrum, or similar project management certification
- Experience using spreadsheet-based data analysis in call centers
- Experience delivering Customer Satisfaction at scale, through outsourced vendor operations
About the job
The Partner Advantage Program team is focused on accelerating the adoption of Google Cloud by attracting and growing partners who can acquire new customers and make them successful – while we focus on providing the best support to our partners. The Partner Advantage Activation and Support team is dedicated to delivering on the promise of the umbrella program working directly with partners to create value in our partners’ businesses. Our goal is to reward and recognize our partners’ successes as they harness the collective strengths of our organizations to deliver an exceptional experience for our customers.
We must scale this business exponentially through our ecosystem of partners. As Partner Services Architecture Lead, you will be responsible for developing and deploying the underlying infrastructure (processes, frameworks, best practices) that will transform our Partner Helpdesk. You will lead the effort to deliver a roadmap to transforming the partner services and support journey, including process maps, partner segmentation strategies, partner experience data, and continuous improvement frameworks that will build outstanding service operation that operates at scale. On behalf of Google Cloud Partner Advantage, you will also serve as a subject matter expert of the program, and ambassador to partners and the broader Google Cloud Sales organization.
Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.
Responsibilities
- Identify, align, solution and deploy against top opportunities for transforming our Partner Services Helpdesk experience. Lead complete redesign of our Partner Services Helpdesk end-to-end processes.
- Implement operating frameworks and strategies to optimize Total Resolution Time, Partner Satisfaction, and Transaction Cost.
- Implement end-to-end project management processes, fueling the organizational transformation across Googler and outsourced operations and strategy teams.
- Build and own dashboards for reporting on Helpdesk cost and satisfaction improvements. Analyze top volume/satisfaction drivers and other business data and trends, in order to identify the best ways to drive Partner Satisfaction at scale.
- Partner with cross-functional teams including Partner Support, Order Management, Program Design, Localization, Learning and Product teams while leading efforts to improve resolution time
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.