You will support the Global Customer Experience (GCE) team's regional on-boarding and organizational health. Your responsibilities may include working on defining hiring profiles, training, team structures and performance review.
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Manage sustainability Objectives and Key Results (OKRs) for your customer segment; Act as Global Customer Experience (GCE) owner for on-boarding programs for your customer segment, ensuring customer success after they first join Google. Work with stakeholders to identify other opportunities to drive customer engagement and prioritize based on impact.
Act as primary point of contact to other teams and stakeholders (e.g. Marketing, Acquisitions, Sales, etc.); Act as the voice of GCE delivery in cross-functional meetings, bringing operational and customer perspective and insight. Drive advocacy for GCE regional needs with the GCE and Sales central teams.
Support the GCE change management process for program launches and design changes with central program resources. Develop and execute global projects aimed at improving business effectiveness and productivity in conjunction with other regional and global teams.
Act as the Customer Readiness and Sustainability point of contact for other GCE teams. Enable and assist GCE vendor operations, while also acting as point of contact for GCE regional and vendor teams, aligning on metrics, agreements, knowledge management and training.
Ensure day-to-day operational excellence; Drive best practice sharing and regional alignment, and work with GCE Regions (Onboarding Directors, Managers, etc.) to address performance gaps. Ensure onboarding/sustainability program alignment/integration with other GCE programs.
Qualifications
Minimum qualifications:
BA/BS degree or equivalent practical experience.
3 years of strong project management experience working across cross-functional teams.
Experience in management consulting, corporate strategy, customer experience or customer value management roles.
Preferred qualifications:
Demonstrated experience with cross-functional collaboration and demonstrated influence with junior to senior stakeholders.
Experience managing multiple projects simultaneously. Prior leadership of strategic or operational initiatives with the ability to navigate ambiguity and drive decision-making and execution for complex projects.
Ability to balance both customer and commercial perspectives.
Ability to move seamlessly from strategic to analytical perspective. Effective presentation and communication skills.
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