Process design and improvement experience using quality management principles (Lean Six Sigma or equivalent).
Vendor Quality management/Control experience for global/scaled operations.
Project management experience, managing more than one program simultaneously.
Experience working with/managing a large team (working with a managed service provider) and the ability to work as an individual contributor on multiple projects.
Experience with vendors (including offshore) agreements and running full cycle operations.
Proven success record of managing Vendors across various sites with a managed service provider and the ability to work as an individual contributor on multiple projects.
Excellent analytical and problem solving skills with capability to process high amount of data to drive business strategies and decisions.
Proven Ability to drive large scale organizational change across various workflows, services and teams working cross-functionally.
About the job
As a Manager, you will be part of a Vendor Strategy, Governance, and Infrastructure team designing the way the extended workforce and suppliers are managed across People Operations. Our ultimate goal is to enable Googlers to do their best work, knowing that the extended workforce is being taken care of.
As part of a team with a mission to power People Operations to deliver exceptional customer service to Googlers and candidates, you will lead the strategy, design, and management of quality assurance and user experience improvements for all supplier services. As a global thought leader, you will create overall standards for operational quality and ensure all vendor operations meet and exceed goals in their respective service areas. You will scale your impact by working with Process Owners, Specialists, and Supplier managers throughout our organization to manage a portfolio of quality initiatives in multiple areas improving the reliability of our operations and also improving experience for our end users. Partnering with operations experts, you’ll continuously fine tune the quality framework to improve customer experience and quality of results. You’ll also perform deep dives on the impact of quality. You would also lead large scale process reengineering, technology and reporting initiatives to drive these outcomes. You will enable the supplier managers to drive the right changes in each of their areas driven by strong industry frameworks.
Great just isn't good enough for our People Operations team (known elsewhere as "Human Resources"). We bring the world's most innovative people to Google and provide the programs that help them thrive. Whether recruiting the next Googler, refining our core programs, developing talent, or simply looking for ways to inject some more fun into the lives of our Googlers, we bring a data-driven approach that is reinventing the human resources field. You’ll play an essential role advancing a more diverse, accessible, equitable, and inclusive Google through our hiring, promotion, retention, and inclusion practices.
Build a global quality assurance program, driving consistency and continuous improvement across workflows/processes for resource and process performance.
Work with Partner process excellence teams to ensure our quality strategy is deployed throughout the portfolio. Set up and run a Quality Assurance team (composed of third party vendor resources) which can work as an extension of our team to run quality control over the rest of our partner operations.
Lead the customer service focused trainings development and deployment including training certification for vendor trainers.
Ensure quality approaches are built into resource onboarding and constant performance calibration including auditing of each coordinator transactions and understanding attributes of top performing caseworkers.
Create and deploy a shopping program at scale to ensure that each new process and service changes and key user journeys are proactively pre-tested.