About

MINIMUM QUALIFICATIONS

• * Bachelor's degree or equivalent practical experience.
• * 6 years of experience in leading and executing operational initiatives from
• end-to-end.

PREFERRED QUALIFICATIONS

• * Master's degree in Business, Finance, Operations or in a related field.
• * Experience in improving and scaling customer support delivery through process
• optimization, technology, and operational excellence.
• * Experience applying frameworks such as Agile, Six Sigma, Systems Thinking or
• equivalent to solve business problems.
• * Experience defining, tracking, and utilizing key performance indicators and
• metrics to drive business decisions and measure success.
• * Excellent problem-solving skills.

ABOUT THE JOB

• 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).

RESPONSIBILITIES

• * Provide support to the Managing Director, ensuring high-pace, on time
• business cadence, team health, and effective decision-making.
• * Develop, manage, and execute strategic and operational initiatives, acting as
• a trusted advisor to leadership to solve business issues with a strong bias
• for execution.
• * Define, track, and analyze key performance metrics to measure the impact of
• initiatives and drive continuous improvement in customer support delivery and
• operational efficiency.
• * Drive operational excellence by applying frameworks like Agile or Six Sigma
• to streamline processes, identify opportunities for improvement, and enhance
• customer satisfaction.
• * Structure and solve ambiguous problems, translating high-level strategic
• goals into concrete, actionable plans and project roadmaps. Collaborate with
• and influence cross-functional stakeholders, including Product, Business, and
• Marketing teams to drive recommendations, secure buy-in, and manage
• organizational change for key projects.