Google Hiring for Service Operations and Partner Relations Lead at Mountain View, CA Full Time
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 10 years of service operations, reverse logistics, or supply chain experience.
- 2 years of project management and customer-facing experience.
- Consumer electronics industry experience.
Preferred qualifications:
- 7 years of reverse logistics experience managing a hardware RMA process.
- Excellent time management skills with demonstrated ability to operate in a fast-paced environment and juggle ever-changing priorities and deadlines.
- Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.
- Strong program management skills within a fast-paced, cross-functional environment.
- Entrepreneurial spirit.
About the job
Google’s projects, like our users, span the globe and require managers to keep the big picture in focus. As a Program Manager at Google, you lead complex, multi-disciplinary projects. You plan requirements with internal customers and usher projects through the entire project lifecycle. This includes managing project schedules, identifying risks and clearly communicating goals to project stakeholders. Your projects often span offices, time zones and hemispheres, and it’s your job to keep all the players coordinated on the project’s progress and deadlines.
The Reverse Logistics team is looking for a Service Operations and Partner Relations Lead to oversee its repairs and returns operations in North America. On a day-to-day basis, you will support all operational and customer facing activities required for launching and sustaining consumer electronics service operations. You will be the main point of contact between Google Global Operations and third-party service providers in North America.
Google’s mission is to organize the world’s information and make it universally accessible and useful. Our Devices & Services team combines the best of Google AI, Software, and Hardware to create radically helpful experiences for users. We research, design, and develop new technologies and hardware to make our user’s interaction with computing faster, seamless, and more powerful. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, the Devices & Services team is making people’s lives better through technology.
Responsibilities
- Own and be responsible for management of day-to-day outsourced return operations in North America, and be responsible for performance of the reverse logistics operation.
- Establish, develop, and revise return flows for product returns operations for current and future products, and drive programs with the goal of introducing and driving efficiency, cycle-time reduction and cost control in the product return/reverse logistics network.
- Manage multiple projects and tasks simultaneously and effectively influence, discuss, and communicate with internal and external business partners, contractors, and vendors.
- Deliver continuous improvement across Key Performance Indicators measuring the service, cost, and quality of returns Third-party logistics suppliers, and point of contact for customer’s escalations, drive root cause, and corrective actions.
- Provide a leadership role in developing and executing major initiatives that will transform the Repair and Return Logistics Supply Chain.
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 our Accommodations for Applicants form.