Ecosystem Partner Operations Manager, gTech

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a project management or a customer-facing role.
• Experience designing, executing, or optimizing operational processes or workflows.

Preferred qualifications:

• Experience in standing up partner or customer support operations for an early-stage product or pilot, then scaling them into a steady-state, documented process.
  
• Experience working with third-party vendor teams, onboarding them, authoring SOPs, and managing delivery quality against defined metrics.
  
• Experience working directly with Product and Engineering, translating partner pain points into prioritized, well-evidenced feature requests.
  
• Experience replacing manual workflows with automation or self-serve tooling.
  
• Track record of using operational data (volume, SLA, effort, satisfaction) to diagnose problems and make the case for change.
  
• Comfortable operating independently across time zones, with several time-sensitive workstreams running at once.
  

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).

The Search Ecosystem team is the partner-facing arm of Google Search's ecosystem. We keep Search and Google's AI experiences grounded in high-quality human content.

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 day-to-day operations for our content acquisition programs, including supplier onboarding, content delivery cycles and partner communications, within defined SLAs. Create and maintain internal and external documentation (i.e. help centre content, onboarding guides and SOPs).
• Run scaled vendor support operations end-to-end, own the Standard Operating Procedures (SOPs) and quality frameworks, monitor Service Level Agreement (SLA), Customer Satisfaction (CSAT), and escalation metrics, and hold regular business reviews with vendor teams.
• Act as the escalation point for complex partner issues spanning onboarding, content, agreements and payments, coordinating with Business Development, Product, Engineering and Legal.
• Identify manual workflows and drive them towards automation and self-serve, so programs scale with partner growth rather than with headcount.
• Establish reporting on operational health, and present metrics and partner insights to cross-functional and leadership stakeholders.