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Join Us!
At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!As the Senior Manager you will be leading a team of technical support and engineering professionals across multiple product areas like Cloud, Workspace, Salesforce, Data Engineering or analytics etc. Engineering teams will predominantly focus on full stack development while the technical support professionals will focus on providing high end technical support to Google customers across the globe.
Position Responsibilities
- Build deep understanding of the technology stack and Google’s business.
- Establishing baselines and deviations from baselines in a clear manner maintaining response and resolution speed as defined by SLOs.
- Manage, monitor and track day to day activities across teams, inform stakeholders of potential risks, and escalate events if needed
- Assess the feasibility of proposed problem resolutions, including resource availability and potential schedules, review and approve workarounds and resolutions
- Understand complex, ambiguous, open-ended business problems and produce an actionable, results-oriented strategy to solve these challenges.
- Responsible for high customer satisfaction scores and team quality standards
- Provide high-touch assistance to highest tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with Google engineers and Program Managers.
- Responsible for a team of GOCers as their People Manager. Guide the team to achieve desired business results by driving performance, conveying goals, providing frequent coaching and feedback.
- Responsible for driving various people practices and will work towards driving employee retention and building an engaged workforce.
- Be a people mentor and build succession plans at all levels
Minimum Qualifications
- 15+ years of experience leading hybrid technology teams with at least 8 years of people management experience.
- 10+ years hands on experience in either of the technologies like Cloud, Workspace, CRM systems or data engineering and analytics.
- Strong experience in leading large scale transformations in the business.
- Professional level cloud certification (GCP, AWS or Azure).
- Excellent stakeholder management skills and business acumen.
Preferred Qualifications
Preferred Qualifications
- Engineering degree in Computer Science or Electronics or related field.
- Google Cloud Platform or any other cloud certification.
- Experience in leading a team of 200+ professionals.
Benefits
- We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
- We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.Information collected and processed as part of your GOC jobs profile, and any job applications you choose to submit is subject to
GOC's Applicant and Candidate Privacy Policy.
Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscentre.com.
