Process Excellence and Escalation Lead, Hardware, Planning, Fulfillment

Minimum qualifications:

• Bachelor's degree in Engineering or Supply Chain Management, or equivalent practical experience.

• 8 years of experience in supply chain operations, systems implementation, analytics, escalation management, process improvement or cross-functional program management.

Preferred qualifications:

• MBA or Master's degree in supply chain or industrial engineering, or equivalent practical experience.
• Lean Six Sigma Certification and implementation experience.
• 5 years of experience in supply chain operations or customer service roles with driving process, systems, and analytics initiatives.
• 5 years of experience in account management, project management, escalation management, and/or technical support.
• Experience with multiple supply chain functions (e.g., demand and supply planning, fulfillment, transportation, and reverse logistics).
• Excellent understanding of supply chain management across channels (e.g., B2C, B2B, etc.).

About the job

Google's projects, like our users, span the globe and require managers to keep the big picture in focus while being able to dive into the unique engineering challenges we face daily. As a Technical Program Manager at Google, you lead complex, multi-disciplinary engineering projects using your engineering expertise. You plan requirements with internal customers and usher projects through the entire project lifecycle. This includes managing project schedules, identifying risks and clearly communicating them to project stakeholders. You're equally at home explaining your team's analyses and recommendations to executives as you are discussing the technical trade-offs in product development with engineers.

Using your extensive technical and leadership expertise, you manage projects of various size and scope, identifying future opportunities, improving processes and driving the technical directions of your programs.

The Google Device and Services Hardware Planning and Fulfillment (HWPF) organization is responsible for planning demand and supply of our Hardware products, fulfilling them to customer needs, while in compliance with local laws, and managing the service and repair to deliver delightful experiences for our customers.

You will be a part of a dedicated team that is integrated with all supply chain and operations functions across Device and Services. You will be responsible for driving mission critical initiatives to scale Hardware speed to market systems, process, data, and analytics capabilities. You will partner with other teams, enabling operational excellence and optimization through context-sensitive analytics, and continuous improvement owning a long-term strategic roadmap on HWPF health and growth.

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

• Lead support response for escalations with the customer and internally to key stakeholders and executive leadership.
• Monitor, drive, and resolve complex escalations in execution from initiation through resolution by developing a plan, while leading a cross-functional team with key internal stakeholders.
• Advise Executive Leadership of developments and action plans, set customer expectations, and provide updates regarding troubleshooting, root causes and resolution action plan in external communications.
• Provide structural process improvement recommendations for improving customer experience and drive change through the organization.
• Develop and refine Escalation Management process, protocols, dashboards, and run-books.

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.