Service Delivery Manager
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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 operations.
- 5 years of experience building relationships with stakeholders or clients.
- 5 years of experience in operations and process excellence.
Preferred qualifications:
- Experience in developing solutions and tools in partnership with business teams.
- Experience in project management and execution with a high-level of comfort with numbers and data analytics.
- Experience running contact center support operations globally.
- Experience in risk, change management, process management systems such as Kaizen, Six Sigma, Lean, etc.
- Experience in working with multiple cross-functional business teams and stakeholders to set up, stabilize, and scale new product operations.
- Excellent communication skills, with the ability to present analysis and complex concepts to multiple audiences.
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).
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
- Manage vendor programs, ensuring successful delivery and SLA adherence. Oversee vendor performance, drive improvements, and provide support in areas like resource planning, training, and quality review.
- Design, launch, and optimize operational workflows in collaboration with stakeholders. Drive process improvements, implement pilot programs, and establish efficient scaling strategies.
- Streamline and re-engineer processes to improve efficiency and customer satisfaction. Collaborate with stakeholders to implement solutions and share best practices globally.
- Lead business reviews and meetings, drive key initiatives, and ensure clear action plans and ownership to achieve goals. Maintain timely communication and follow-up.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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