Hyderābād
Internet
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience
- 7 years of experience with global operations in an extended workforce business/shared services environment
- Experience in data, insights, and analytics
Preferred qualifications:
- Ability to build stories/narratives and lead development of solutions based on customer needs/business requirements
- Ability to lead an agendas in a matrixed, cross-functional environment
- Ability to influence geographically dispersed teams and take initiative of continuous improvements
- Ability to take a design thinking approach by leveraging machine learning and automation practices
- Understanding of risks and controls in the supplier management space
- Excellent communication, problem-solving, critical thinking, stakeholder management, and analytical skills
About the job
In this role, you will drive quality and customer experience, providing input on quality workflow design. You’ll engage and inspire our Service Provider teams to ensure we are exceeding expectations and creating excellent customer experiences. You will use business acumen to translate requirements into measurable outcomes, decipher the language of the business including financials, market trends, growth strategy, landscapes, and direction, and efficiently solve quality-related problems with a product-based approach.
You will work in a matrixed, cross-functional, and global environment, balancing multiple perspectives to inform decision making. You’ll utilize understanding of partner landscapes to assess needs and secure alignment from teams/executive leadership. You will also help inform and influence strategic roadmaps by collaborating with cross-functional teams.
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
- Own accountability for Quality Assurance and Customer Experience team outcomes and metrics.
- Plan, launch, and land future proof quality processes, frameworks, and measures, and report outcomes. Track and scale successes, root-cause problems in design/execution, and ensure business impacts.
- Utilize stakeholder management to lead agendas in a matrixed, cross-functional, and global environment.
- Think critically about automation/machine learning regarding quality and customer experience. Deliver efficiencies and quality outcomes.
- Drive standardization across delivery regions on processes and methods to ensure consistency in experiences and key performance indicator (KPI) delivery.
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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