The Google has invited applications from B.Com graduates for the post of Partner Operations Manager.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience
- 8 years of experience managing global operations in an extended workforce business/shared services environment
- Experience working with global managed service providers in customer-facing sales or customer service roles
Preferred qualifications:
- Experience in customer service, operations, and/or sales, with a focus on process and system improvement
- Experience managing service-level agreements (SLAs), such as CSAT, Abandon Rate, TRT, and Quality
- Experience in vendor management/operations management, including for scaled organizations
- Ability to take initiative and think/deliver for long, short, and medium-term priorities of the business
Responsibilities
- Enable large-scale extended workforce ecosystem of vendors/partner teams and support specialists to deliver high quality customer experience.
- Deliver Key Performance Indicators (KPIs) (service levels, customer satisfaction, etc.) in a fast-paced and complex environment across multiple disciplines and time zones. Maintain infrastructure, drive efficiency, and secure budgets.
- Support Vendor Partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management.
- Collaborate with a complex set of cross-functional stakeholders across global Vendor Management Office, Program Managers, Sourcing teams, Go-To-Market, HR, Legal, and Sales Finance teams.
- Advocate and deliver the needs of the operations and enabling processes like agent quality, compliance, tools, training creation/delivery management, etc.
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