Manager, Customer Experience Quality, Gcare

2 weeks ago

Hyderabad, India Google Full time

Minimum qualifications:

- Bachelor’s degree or equivalent practical experience.
- 7 years of experience with global operations in extended workforce business or shared services environment.
- Experience in data insights & analytics.

Preferred qualifications:

- Experience with continuous improvement for self and teams with a motivated attitude while being results-oriented.
- Transformation, design thinking by leveraging Machine Learning and Automation practices.
- Excellent problem-solving, critical thinking, and analytical skills in driving exceptional customer experience performance at scale.
- Ability to influence geographical spread out teams in gCare or gTech and excellent communication skills.
- Leading through change and complexity.

**About the job**:
Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

**Responsibilities**:

- Accountable for Quality Assurance and Customer Experience outcomes and metrics.
- Envision, launch, land future proof quality process, frameworks, measures and report outcomes. Track and scale successes, root-cause problems in design/execution and ensure business impact.
- Process re-engineering opportunities to deliver efficiencies and quality outcomes.
- Manage stakeholders with the ability of leading critical agendas in a matrixed, cross functional and a global and multicultural environment.
- Drive automation perspective or Machine Learning as relevant to quality and overall customer experience.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. 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. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

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