Operations Manager, Customer Conversations Platform

Job Description

Qualifications

Minimum qualifications:

• 3 years of experience in managing a small team or service.
• Experience providing infrastructure solutions for internal customers.
• Experience with IT change management best practices and with enterprise networking, including mobile solutions.

Preferred qualifications:

• Systematic problem-solving approach, coupled with a sense of ownership and drive.
• Ability to adjust quickly to changing priorities and make progress in areas where a high ambiguity and uncertainty exist.
• Effective customer service, organizational, prioritization, multitasking, communication, and leadership skills.

About the job

Googlers around the world rely on the stability and security of our Corporate Platforms in order to get their jobs done. As an Operations Manager with the group responsible for all of Google s internal operating systems, you will be part of a global leadership team that creates tomorrow s technology solutions today, then puts those solutions in the hands of Google employees around the globe. You are an inspirational leader with experience recruiting, developing and guiding a talented team of engineering and operations professionals. You will bring a passion for pushing the edge of technology, and use that passion to facilitate large-scale enterprise adoption of cloud-based computing and mobile technologies. You have a solid technical foundation and the flexibility, talent and aptitude to learn new technologies and lead a variety of projects and teams across the organization.

Youll manage a team and vendors who troubleshoot, respond to inquiries and find solutions to technical challenges for our Contact Center agents, our operations group and engineering. Our team works to improve the Contact Center agent experience by contributing to projects and documentation efforts. Youre highly technical and are comfortable problem solving with multiple operating systems (ChromeOS, OS X, Linux, Windows) and devices (desktops, laptops, phone systems, headsets). Youll partner with various teams including security, networking and infrastructure. Youre a fast learner and a great communicator who can support the Contact Center needs of global offices of all sizes. Youll improve the front-line agent experience by providing on-demand user support for Googles Contact Centers, resources, tools and applications while also contributing to longer-term projects.

Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Googles product portfolio possible. Were proud to be our engineers engineers and love voiding warranties by taking things apart so we can rebuild them. We keep our networks up and running, ensuring our users have the best and fastest experience possible.

Responsibilities

• Manage a team of local COE engineers and vendors. Partner with and lead peers, vendors and technical support teams to coordinate troubleshooting process and resolution for problems. Act as escalation point for particular regions, areas of expertise or technical support channels.
• Use insights from direct support to advocate for users, working with partner teams to identify problematic user journeys and prioritize solutions.
• Provide hands-on and remote root cause analysis of IT issues on technologies and platforms.
• Develop scripts, tools, processes or solutions to proactively prevent problems, improve contact center agent productivity and automate recurring tasks as part of longer term and global service improvements.
• Participate in or lead IT projects, ensuring that projects are designed and planned well, focusing on delivering a solution or technical improvement. Analyze relevant data to show business impact of projects.

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Keyskills :
salesdelivery customer relationsmarketing managementroot cause analysis os xroot cause