Manager, Support Operations, gTech

Job Description

Qualifications

Minimum qualifications:

• Bachelor's degree in a related field or equivalent practical experience.
• Experience in operations management and/or project management managing operations teams.
• Experience in the commerce ecosystem, delivering projects, and building organizational alignments with stakeholders.

Preferred qualifications:

• Experience troubleshooting, including re-engineering processes, innovating service models, and overseeing vendor operations.
• Experience managing a team
• Familiarity with delivering projects and building organizational alignment in a complex stakeholder environment.

About the job

At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.
gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

As the Manager of the Support Operations team, you will have global responsibility for setting the support strategy for Google Shopping. You will lead the creation of a user centric support and enablement ecosystem that delivers a personalized and connected user experience.

In this role, you'll influence product strategy, prioritize projects and resources, and support business reviews for executive stakeholders. You'll keep the big picture in focus while diving into the business challenges of your stakeholders. Finally, you'll work strategically with team members across the Business Development, Finance, and Operations teams to deliver on the Google Shopping support strategy.

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

• Own the user experience for Google Shopping troubleshooting, including re-engineering processes, innovating service models, and driving exceptional customer satisfaction.
• Inspire and lead the team through ambiguity and change in an extremely dynamic environment.
• Structure and solve complex business problems relating to user support success strategy for Google Shopping. Engage deeply with partners across Business Development, Finance, Operations, and other gTech teams in solving those problems.
• Provide strategic insights and lead continuous improvement efforts in merchant/user experience and operations.

Location

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