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Senior Program Manager, Scaled Operations

Google Inc.

This is a Full-time position in Boulder, CO posted July 24, 2021.

Minimum qualifications:* 5 years of relevant work experience managing operations.* Experience in workforce management.Preferred qualifications:* Experience managing process improvements and driving operational strategy, and in vendor operations management (or overseeing vendor operations programs).* Experience managing large-scale and dynamic technical projects, with competing resources and priorities.* Experience with Verint or Aspect.* Ability to influence, communicate, and drive change (often cross-functionally) with multiple stakeholders at all levels of management.* Data-driven and highly analytical, with ability to translate data and trends into powerful strategies.* Excellent communication skills and executive presence needed to lead performance review discussions and manage business priorities.About the jobAt gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google’s users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.The Scaled Operations team within gUP is responsible for providing vendor operations. Our team is the representative of Google to many of our customers, and we work with our customers to solve problems and scale solutions, incubating new products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products and our customers include consumers, partners, publishers, retailers, and our own Googlers.The gUP Scaled Operations team is on a mission to be a center of excellence in vendor operations by delivering a reliable and rewarding experience to our stakeholders and Googlers. In this role, you’ll manage various projects and strategic initiatives related to global vendor operations. You will use your project management skills, operations knowledge, and innovative thought processes to recommend solutions that will help improve evolving workflows, drive global performance and efficiency, onboard new operations, redesign the way we operate, and provide business insights to key stakeholders.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.Additional Information(Colorado only*) Minimum salary of $133,000 + bonus + equity + benefits.* Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.Responsibilities* Be responsible for enabling operation strategy, including new services architecture, infrastructure, and platforms.* Lead initiatives/programs that impact global vendor operations; work with stakeholders, analyzing industry trends, driving industry best practices, and proposing the scalable strategy.* Participate in workforce planning activities in coordination with internal teams; build and operationalize comprehensive staffing models to drive high utilization and cost effective operations.* Manage the overall performance of the user support vendor workforce in terms of staffing compliance and service level, and work closely with various internal groups to understand business requirements, implement new processes and contribute to process improvements.* Manage multiple analytics projects and ad-hoc requests, and help automate routine data collection and vendor reporting processes.