With the Google Access team, you’ll work on cross-product and cross-team initiatives, working closely with cross-functional team members to refine and evolve our projects, as well as deploy new technologies to markets and communities around the globe. You like being on-the-ground, executing complex projects that bring internet access to people.
You will drive cross functional partnerships to align on City launch goals, develop frameworks for launch readiness tracking and uncover/resolve impediments to customer service launch readiness.
You will have experience in people management, project management, process management and a passion for customer service. You will be a top performer and thought leader who will quickly adapt and respond to changes as well as internal initiatives, and someone who thrives in an ever-changing, fast-growing operational environment. Effective management of relationships with local city partners and centralised Fiber functions is integral in ensuring continued service delivery and customer satisfaction.
As a manager, you support team members to exercise independent thinking and make rapid progress towards goals. Working closely with your team to deliver results, you remove roadblocks and ensure that projects and tasks are appropriately resourced.
At Google, we're always trying to provide our users with the fastest services possible. Google Fiber works to go the very last mile, providing fiber-optic Internet connections directly to users' homes. We're building one of the fastest networks in America so that users can experience the future of broadband because we know that your Internet connection can never be too fast.
Responsibilities
Act as the project management owner for ensuring Customer Service readiness in each new Fiber city.
Develop understanding of local market launch plans and work with centralized city launch, marketing and customer service teams to jointly drive towards launch dates.
Monitor project performance, identify risks and drive solutions to reduce negative customer experiences and improve business output.
Own goal setting, prioritisation, stakeholder communications and Key Performance Indicators (KPIs) for projects under your remit.
Hire, lead and performance manage team members, demonstrating thought partnership and strategic thinking whilst providing coaching and mentoring to the team.
Qualifications
Minimum qualifications:
6 years of experience in project management role.
6 years of people leadership experience.
Preferred qualifications:
Formal Project Management qualification
Field Service management experience. Fiber Optics/ISP industry experience
Experience with socializing and presenting analysis, proposals and strategies to cross functional partners, with a demonstrated affinity for metrics.
Strong internal client facing skills with a flexible communication style and the ability to communicate project deliverables and risks in a structured and lucid manner.
Ability to travel as required
Proven experience in designing project frameworks, delivering against milestone plans and managing stakeholder expectations. Proven track record of managing staff growth.
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