The Business Strategy & Operations organization provides business critical insights using analytics, ensures cross functional alignment of goals and execution, and helps teams drive strategic partnerships and new initiatives forward. We stay focused on aligning the highest-level company priorities with strong day-to-day operations, and help evolve early stage ideas into future-growth initiatives. As Head of SMB (Small and Medium-sized Business) Customer Experience, Strategic Initiatives, you will provide business operations rigor for the leadership team to plan and execute with a globally consistent approach to provide the same high quality customer experience to our advertisers. You will enable fast and sound business decision via robust analysis, insights, and planning.
You will play a critical role in leading some of the most strategic initiatives to formulate innovative efforts to continue to push our scaled customer experience operations, and serve as the conduit to align efforts with cross functional partners.
Examples include establishing a new functional team to reduce issue resolution time, evaluating options to best outsource specific issue types to vendors in different continents, and establishing new mechanics to capture user feedback and provide input to product teams.
Responsibilities
Lead cross functional initiatives of strategic nature to the business.
Lead business goals setting, performance metrics operations, annual and quarterly planning exercises.
Drive operations related diagnostics and redesigns to drastically improve processes related to customer experience.
Act as thought partner to business partners and stakeholders.
Manage, develop, and mentor a high performing Program Manager (PgM) team.
Minimum qualifications
BA/BS degree or equivalent practical experience.
Experience setting up programs from conception to implementation.
Experience in leading and building cross functional teams.
Consulting (or other analytical experience) and internet/high tech experience.
Preferred qualifications
MBA.
A passion for driving best customer experience. Social experience and Online Education experience.
Comfort with fast changing, ambiguous environment, e.g. experience working in a matrixed organization.
Engineering/technical background.
Exceptional influencing and leadership skills.
Strong, strategic problem solver.
Area
When our millions of advertisers and publishers are happy, so are we! Our team of entrepreneurial, enthusiastic and client-focused team members are the "human face" of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. We are dedicated to growing the unique needs of small- and medium-sized businesses. Our teams of strategists, analysts, advisers and support specialists collaborate closely to spot and analyze customer needs and trends. Together, we create and implement business plans broadly for every type of small business.
Program Management
Lead complex, multi-disciplinary projects and usher them through the entire lifecycle.
Learn more about our Program Management roles
Sales Operations
Set the direction for our business and make sure it runs smoothly.
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