QualificationsAnalysis skillsManagementManagement consultingCustomer segmentationBachelor’s degree
10 years of experience in people management as a manager of managers, and experience leading a global operations team.
Experience identifying, attracting, and developing talented people from different backgrounds, and creating an inclusive team culture.
Preferred qualifications:
Experience with customer satisfaction measurement, customer segmentation analysis, scaled operations effectiveness research, demand forecasting, capacity planning, and awareness and usage studies.
Experience managing a large Profit and Loss/budget and expertise in cost optimization.
Experience managing a global, cross-functional network of executive stakeholders.
Experience in support operations and Sales Operations/vendor management.
Excellent strategic, analytical, and presentation skills.
About the job
The gTech organization provides technical expertise across all Google products to support our global Sales, Business Development, and Partnerships teams. We fix any issues on behalf of customers and partners so that our Sales teams can focus on what they do best. We collaborate closely with Google’s engineering groups to create technical solutions that enable our sales organization to help our customers’ businesses grow. The gTech Users and Products team supports users (e.g., end users, partners, small businesses, etc.), primarily for Google’s consumer products. In this role, you will be responsible for managing processes and practices in gUP Operations that drive quality, and efficiency.
In this role, you will develop and execute frameworks that enable operations across Content, Localization, Digitization, and Vendor Management to scale and operate efficiently. These would include activities such as capacity planning, intake, prioritizing tool and data investments, business planning, and effectiveness of quality assurance frameworks. Additionally, you will own workforce management strategy for the Scaled Operations Central teams, a team in optimization, process improvement, and operational excellence supporting operations for products and many users focused on ensuring gUP provides care.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
Responsibilities
Advise product leaders on overall extended workforce strategy, extended workforce readiness, location strategy, continuous vendor assessment to determine fitness for purpose, business continuity planning, QA framework effectiveness, and cost management.
Push to innovate gUPs operational infrastructure using principles and data to balance competing priorities and implement a strategy to mature data and tools.
Establish business review cadence and process across operations. Own the business review narrative across operations.
Analyze execution within the operations to identify efficiencies and best practices and scale across.
Serve as the primary stakeholder for executive gUP Product Vertical team’s and cross-functional executives across gUP and gTech on intake, prioritization and planning.
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.