Head of Support Delivery, gUP Operations
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 13 years of experience managing operations and leading cross-regional teams.
- Experience in vendor management processes, including managing global vendors, executing multi-year agreements, and managing extended workforce projects.
Preferred qualifications:
- Experience in operations strategy and cost/quality management.
- Expertise in program management and implementing strategic initiatives in fluid environments.
- Exceptional communication, leadership, and collaboration skills with the ability to influence stakeholders at all levels.
- Excellent investigative, structured problem-solving, and critical thinking skills with a global mindset.
About the job
The gTech Users & Products (gUP) Service Delivery team powers the vendor workforce behind much of this work. We work with dozens of vendor partners across the globe, and stakeholders throughout the company. We run a hugely diversified set of operations, from call centers to technical development, human judgment to translation vendors.
As a leader in Service Delivery, you will be responsible for the strategic direction and operational management of vendor performance across your capabilities and workflows. You will apply your project management expertise to evaluate vendor outcomes against established objectives, ensuring high-quality work products and consistent Service Level Agreement (SLA) compliance. By understanding the priorities of key stakeholders, you will align vendor output with their expectations to drive both user and stakeholder satisfaction
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 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).Individual pay is determined by factors including job-related skills, experience, and relevant education or training.Ireland: €178000 - €183000 (EUR) + 25% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Drive large-scale transformational initiatives and exceptional operations with vendor partners. Provide operational leadership by engaging and inspiring service provider teams to exceed expectations and deliver exceptional experiences.
- Establish and lead programs to sustainably expand continuous improvement across operations. Identify opportunities to streamline and re-engineer processes to boost efficiency and quality, while operationalizing solutions alongside cross-functional stakeholders and vendor partners.
- Partner with senior regional and product stakeholders to define, influence, and achieve shared objectives. Lead the development and refinement of service strategies and cross-team processes, ensuring all documentation and training materials remain current.
- Foster a culture of healthy teamwork and collaboration to drive team velocity and success. Support team members' professional growth by understanding their motivations and ensuring work is allocated thoughtfully and equitably.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
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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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Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.