User Support Specialist, Googler Experience Operations
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
- 5 years of experience in a customer or client-facing role supporting HR queries.
- 5 years of experience building relationships with stakeholders or clients.
Preferred qualifications:
- Experience in managing vendor and extended workforce providers.
- Experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
- Experience supporting Benefits program or Benefits administration support.
- Ability to deliver services and process improvements with a strong operational mindset.
- Excellent communication and people management skills.
- Excellent program and project management capability.
About the job
People Experience (PX) is the team at Google that delivers hire-to-retire experiences for Googlers in the moments that matter most. We deliver global HR processes (with regional nuances where needed) that are personalized and delightful for applicants and Googlers. PX teams span Recruiting, Analytics and Planning, HR Operations, Vendor Management, Service Model Excellence, and Googler and Market-level HR support.
The Googler Experience Operations (GXO) team is the heart of HR Operations, delivering exceptional experiences to our users. This team runs global operations and builds a framework to manage user queries and processes to a standard. The Googler Experience Operations function relies on metrics and insights to drive thoughtful workforce planning, make recommendations for program improvements, and deliver consistent and reliable support around the globe.
Responsibilities
- Deliver operational excellence across some of the priority Human Resources (HR) service lines in line with assigned service goals, identifying opportunities to improve and scale in order to elevate operations to an exceptional standard.
- Resolve and prioritize complex or sensitive user issues through consultation and collaboration with partner teams.
- Implement and execute on service delivery improvements and new process/scope changes, including sourcing activities.
- Represent the user and surface relevant user feedback to partner teams. Collaborate on initiatives to address user needs including content, process, and policy improvements.
- Develop expertise in HR operations systems, troubleshooting day-to-day issues and consulting with partners on changes to systems infrastructure.
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