Manager, Operational Readiness
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Minimum qualifications:
- Bachelor's degree in HR, Business or related field, or equivalent practical experience.
- 10 years of experience working in domestic and international environments.
- 10 years of experience working in a operations or client-facing role, including working with executive stakeholders.
- 7 years of experience managing operations and leading cross-regional teams.
Preferred qualifications:
- Experience in management consulting, organizational design, corporate strategy, or project management experience in a scale environment.
- Experience running or working with a large-scale vendor operations in a global environment.
- Strong executive presence and ability to fluently interpret large data, present them in a meaningful and simple manner and drive data based decision making.
- Ability to identify, collect, and analyze relevant data to help drive informed decisions.
- Ability to synthesize complex views and form unique perspectives.
About the job
The gUP Operations Intake and Readiness team serves as the connective tissue between our outsourced vendor management teams and our product vertical support teams to ensure work is set up in line with best practices by the right experts and adheres to critical gates for executional success. The team also audits service design across the support ecosystem and recommends change programs to meet emerging business needs with Product Verticals (PVs).In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).Individual pay is determined by factors including job-related skills, experience, and relevant education or training.US: $164000 - $240000 (USD) + 20% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Lead a team of Operational Readiness Managers working across gUP stakeholders to drive change through our 1:1, Community, and Social outsourced operations in service of product and operational goals. Drive strategy, while balancing workloads, and ensuring ongoing team development.
- Own the intake process for 1:1, Community, and Social channels, ensuring operational readiness across vendor operations, forecasting, supplier enablement, and quality functions.
- Develop and maintain trusted relationships with gUP Product Vertical, Operations and TSI Directors to ensure an understanding of product-specific needs and dynamics to ensure solutions implemented consistently meet stakeholder needs.
- Drive ongoing capacity management process for 1:1, Community, and Social channels, ensuring timely delivery of work and allocation of resources to the highest priority initiatives.
- Continue to evolve the way we work and collaborate with stakeholders to ensure seamless, speedy delivery of initiatives.
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