Technical Operations Lead, Operations Enablement

Job Description

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• Experience in Support Infrastructure.
• Experience with problem solving, project management, stakeholder management, and strategy development.

Preferred qualifications:

• Experience with systems and tools used in customer support, and/or familiarity with customer support environments, with an interest in implementing new configurations and features.
• Ability to identify when a process could be improved using automation and recognizing when it remains more cost-efficient not to automate, while managing the design and execution of such processes.
• Ability to partner with and influence clients, partners, and/or service providers (including setting service level agreements (SLAs) and taking a consultative and data-driven approach).
• Excellent relationship building, collaboration and negotiation skills.
• Excellent communication, project management and analytical skills.

About the job

gTech’s Product and Tools Operations team (gPTO) leverages deep user, operational, and technical insights to innovate Google's Ads products into customer experiences that are so intuitive (or automated) that they require no support at all. gPTO partners closely with gTech’s Support, Professional Services, Product Management, and Engineering teams to innovate and simplify our Ads products and build the productivity tools ecosystem for gTech users.

The gTech Knowledge Infrastructure and Tools (gKIT) team’s vision is to innovate services, simplify via automated workflows, and showcase the need for 1:1 support with shared insights, single data truth, and tracking capabilities. The Operations Enablement team in gKIT is a horizontal, scaled operations function responsible for supporting the success of the gKIT TechOps organization through analysis, insights, strategy and execution.

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

• Partner with relevant teams and be a trusted subject matter expert for evolving business needs; lead the implementation logic, configuration, maintenance and troubleshooting of gTech Ads infrastructure.
• Ideate, launch, and scale solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings).
• Make key contributions to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedure.
• Partner with vendor manager and vendor teams to identify and document scalable workflows suitable for project scoping, execution, and management.
• Provide feedback to service providers and internal Google stakeholders on process improvements, simplifying complex workflows and scaling the operation with minimal guidance; define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution.

Location

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .

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