Scaled Operations Manager, Operations and Practices Services

Minimum qualifications:

• Bachelor's degree or equivalent practical experience

• 10 years of experience in scaled/supplier operations and project management

• Experience in managing Customer experiences across business-to-consumer (B2C) and business-to-business (B2B) settings

Preferred qualifications:

• Project Management certifications (e.g., Project Management Professional, Six Sigma, etc.)
• Experience in strategy and consulting
• Ability to manage multiple conflicting priorities and stakeholder issues and drive toward pragmatic decisions/actions

About the job

Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.

The gTech Customer Care team (gCare) plays a key role in Google's success, supporting Sales teams, advertisers, and products that enhance business potential. As a Scaled Operations Manager, you will troubleshoot on the customer side and work with Sales, Product, and Engineering teams within Google to develop better tools/services to improve our products based on the evolving needs of our customers.

In this role, you will partner with internal teams to create and streamline business and operational processes, develop detailed documentation, process diagrams, user journey audits, and increase the overall efficiency of how we implement and support our products.

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

• Lead supplier ad operations/activities including driving monthly core customer experience performance via CSAT, Resolution Time, Abandonment Rate, Quality, Workforce and budget planning, migrations, and continuous improvement projects to streamline customer experience.
• Help teams pilot evolving workflows to improve the Customer experience and provide meaningful insights to the product teams and improve the service offering/product.
• Review supplier data, identify process improvement opportunities, and drive improvement of supplier performance (e.g., service level agreement compliance, quarterly business reviews, etc.).
• Manage workflow requests and collaborate with stakeholders to start workflows to support emerging products/service offerings.
• Manage and drive key initiatives/programs impacting global supplier operations.

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.