Partner Operations Manager

Job Description

Note: By applying to this position you will have an opportunity to share your preferred working location for this position from the following: Hyderabad, Telangana, India; Gurugram, Haryana, India

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 8 years of experience managing global operations in an outsourced business/shared services environment.
• Experience working with global managed service providers in customer-facing sales or customer service roles.

Preferred qualifications:

• Experience in customer service, operations and/or sales, with a focus on process and system improvement
• Experience managing service-level agreements (SLAs), such as CSAT, Abandon Rate, TRT, Quality
• Experience in vendor management/operations management, especially for scaled organizations
• Self starter, and able to think/deliver for long, short and medium term priorities of the business

About the job

gTech Customer Experience's (gCare) mission is to offer excellent experiences for every customer, every time. The third party operator (3PO) organization within gCare is focused on process troubleshooting, and Partners and Publishers operations. We enable exceptional processes and workflows that pan across multiple teams within Google to provide our advertisers with a single touch point for their troubleshooting needs.

Billing and Policy (B&P) Partner operations team within 3PO is focused on solving customer experience and managing our scaled partner and vendor operations to deliver high customer satisfaction and timeliness for all B&P related queries using Google's advertising products (Google Ads and Google Marketing Platform).

As a Partner Operations Manager, you are responsible for running operations for all customer support tickets of Google's top advertisers that are related to B&P related issues, in a seamless and effective manner. You get to work with stakeholders in both Google and the partner teams to identify the operational performance drivers, identify resource needs and work with a various cross-functional teams including gData, Subject Matter Experts, Escalations management, Central Program Management and Infrastructure teams.

Your knack for creating and optimizing process and workflows allows you to manage the polarities of offering highest quality customer experience in the most efficient way possible to deliver on both outcome as well as input KPIs like repeat agent errors, quality, compliance, escalations, etc. You also enable vendor/partner teams in your locations by making data driven decisions and prioritizing the top operational initiatives and changes that can fix the root cause for delivery gaps.

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

• Enable large-scale outsourcing ecosystem of vendors/partner teams and support specialists to deliver high quality customer experience.
• Deliver KPIs (service levels, customer satisfaction) in a fast-paced and complex environment across multiple disciplines and time zones. Maintain infrastructure, drive efficiency and secure budgets.
• Support Vendor Partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management.
• Collaborate closely with a complex set of cross-functional stakeholders across global VMO teams, Program Managers, Sourcing, Go-to-Market, HR, Legal and Sales Finance.
• Advocate and deliver the needs of the operations and enabling processes like BCP, agent quality, compliance, tools, subject matter experts, and training creation/delivery management.

Locations

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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