Scaled Operations Manager, Operations and Practices Services

Minimum qualifications:

• Bachelor's degree or equivalent practical experience
  
• 8 years of experience in scaled/supplier operations, or project management or strategy
  
• Experience with Customer Support in business-to-consumer (B2C) or business-to-business (B2B)
  

Preferred qualifications:

• Project Management certifications (i.e., PMP, Six Sigma, etc.)
  
• Experience managing supplier operations or scaled support
  
• Experience in change management
• Ability to drive complex programs across organizational structures while balancing the day-to-day tactical needs of the program

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.

Responsibilities

• Manage financials, key metrics, and workflow allocation for global projects on supplier operations cutting across multiple geographies, suppliers, and platforms.
  
• Liaise with supplier groups to identify process opportunities. Work with teams to help streamline operations, drive operational excellence, and remove process redundancies.
  
• Identify opportunities to transition slightly mature workflows to the most appropriate locations. Ensure adequate process documentation, training materials, metrics, and frameworks are in place.
  
• Work closely with cross-functional teams and supplier partners to ensure capacity planning is aligned with the volume forecasts.
  
• Lead monthly governance forums on what is working well, what needs improvement, and proposed action plans. Act as a central point of contact for all communications affecting supplier groups. Own and drive key initiatives/programs impacting global Supplier operations.

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Google is an American multinational technology company that focuses on search engine technology, online advertising, cloud computing, computer software, quantum computing, e-commerce, artificial intelligence, and consumer electronics.