Manager, Planning and Business Intelligence, Customer Care

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Mountain View, CA, USA; Atlanta, GA, USA; Chicago, IL, USA; San Francisco, CA, USA; San Diego, CA, USA.

Minimum qualifications:

• Bachelor's degree in a quantitative field or equivalent practical experience.

• Experience in people management and stakeholder/partner relationship management.

• 15 years of experience in business and operations, including contact center, workforce management, and procurement/vendor management.

• Experience working with analytics methods and/or forecasting tools and systems (e.g., statistics, SQL, etc.).

Preferred qualifications:

• Experience in proprietary brands and diverse portfolio support.
• Familiarity with user experience (UX) research principles.
• Excellent project management, problem-solving/analysis, and written/verbal communication skills.

About the job

Our team is a part of the Devices and Services Customer Care team that engages with dedicated customers across the globe through our online resources and communities, social outreach, and care. We advocate for the customer and we work closely with cross-functional partners across Google to make our products and policies better. We are responsible for providing strategic insights, analysis, and reporting to various stakeholders in the business.

As a Manager on the Planning and Business Intelligence team, you will work with other leaders to develop the organization's long-term goals and strategies and to translate goals into a set of clear objectives. You will work to understand the systems, processes, and principles needed to manage customer support operations and teams. You'll also be involved in the annual planning process, monthly and quarterly business reviews, variance analysis, and the long-range statistical forecasting process. In addition, you will manage business intelligence reporting, dashboards, and the metrics framework.

In this role, you will effectively deliver data visualizations by enabling intuitive and dynamic dashboards that can be configured to meet various stakeholder and audience needs. Additionally, you will partner with executive stakeholders to think through strategic issues and interact effectively with executives to drive significant strategic initiatives.

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

• Manage annual business planning, determining and tracking key business metrics through the year, and driving operational efficiencies across functions. Provide oversight and governance for vendor agreements and procurement.
• Lead a team of Business Intelligence Analysts and Planning Analysts. Set objectives and key results and short-term and long-term career development goals. Empower them to achieve through inspiring and inclusive leadership.
• Collaborate across multiple internal stakeholders (e.g., Operations and Functional partners) for clarifying requirements, prioritizing deliverables, and developing analytics solutions. Manage and own the Forecasting function while delivering insights and thought leadership to drive workforce solutions.
• Partner with various Data and Analytical Engineering teams to work backwards from ever-growing data ecosystems to develop a clean data ecosystem to support analytical use cases.

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.