Manager, Customer Experience Quality, gCare Operations and Practices

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 7 years of experience with global operations in extended workforce business or shared services environment.
  
• Experience in data insights and analytics.

Preferred qualifications:

• Experience with continuous improvement for self and teams with a motivated attitude while being results-oriented.
  
• Ability to lead through change and complexity.
  
• Ability to influence geographically spread out teams in gCare or Google Technical Services (gTech) with excellent communication skills.
  
• Ability to transform design thinking by leveraging machine learning and automation practices.
  
• Excellent problem-solving, critical thinking, and analytical skills in driving exceptional customer experience performance at scale.

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.

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.

Responsibilities

• Be accountable for Quality Assurance and Customer Experience outcomes and metrics.
  
• Envision, launch, and land proof quality process, frameworks, measures, and report outcomes. Track and scale successes and root-cause problems in design/execution, and ensure business impact.
• Process re-engineering opportunities to deliver efficiencies and quality outcomes.
• Manage stakeholders, and lead critical agendas in a matrixed, cross-functional and a global and multicultural environment.
• Drive automation perspective or machine learning as relevant to quality and overall customer experience.

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Google is an American multinational technology company specializing in Internet-related services and products that include online advertising technologies, search, cloud computing, and software. Most of its profits are derived from AdWords, an online advertising service that places advertising near the list of search results