Strategy and Operations Lead, gUP Operations

gTech’s Strategy and Operations team (gSO) is made up of strategic partners and trusted advisors that drive success and transformative changes for gTech. We create value through deep functional and business expertise combined with problem-solving skills to formulate and deliver strategies. Using core capabilities ― strategy, analytics, and communications ― we empower gTech to do amazing things to land the present, and build for the future.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’ 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

• Deliver support to managing directors, ensuring high-pace, on-time business cadence, team health and effective decision-making.
• Develop, lead, and execute operational initiatives, acting as a trusted advisor to leadership to solve business issues with a strong bias for execution, defining, tracking, and analyzing key performance metrics to measure the impact of initiatives and drive continuous improvement in customer support delivery and operational efficiency.
• Achieve operational excellence by applying frameworks like Agile or Six Sigma to streamline processes, identify opportunities for improvement, and enhance customer satisfaction.
• Structure and solve ambiguous problems, translating goals into concrete, actionable plans and project roadmaps.
• Collaborate with and influence cross-functional stakeholders, including product, business, and marketing teams to drive recommendations, secure buy-in, and manage organisational change for key projects.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 6 years of experience in leading and executing end-to-end operational
  initiatives.

Preferred qualifications:

• Experience in improving and scaling customer support delivery through process optimization, technology, and operational excellence.
• Knowledge of and experience applying frameworks such as Agile, Six Sigma, Systems Thinking or equivalent to solve business problems.
• Excellent problem-solving skills with experience defining, tracking, and utilizing key performance indicators (KPIs) and metrics to drive business decisions and measure success.