Full Job Description
15 years of business and customer care operations experience.
Experience in a leadership capacity through annual planning cycles, change management and transformation.
Experience in partner management and relationship building.
Experience in new business model design, development and execution.
Project Management Institute Certification (PMP).
Lean Six Sigma Master Black Belt.
About the job
Reporting to the VP, Customer Care - Devices & Services, the Director, Business Unit Customer Care Lead, Nest is responsible for end-to-end Customer Care for distinct product lines within Google’s Devices & Services portfolio.
As a Business Unit Customer Care Lead, you will work with key leaders within the Devices & Services team to develop and advocate the organization's long-term vision and strategies and help translate the vision into a set of clear and reaching objectives for customer care. This means helping customers (end users) get more out of their Google products and services and removing any speed bumps for customers as they order, receive, configure, and enjoy their Google products and services - products all with an emphasis on driving a differentiated customer experience versus simply managing to a cost structure.
You're hands-on and have an understanding of the systems, processes and techniques used to manage operations and teams. You'll provide direction, requirements and deliverables for indirect reports within the functional units (e.g., Business Intelligence, Training, Quality, Compliance, BPO Management, Communications, Product Specialists, Partner/Pro Relations, Product and Holiday/Peak Readiness and Launch, Business Improvement, Business Continuity Planning, Systems and Tools Infrastructure, etc.) all with an eye to supporting Google’s Devices & Services customers.
Google's mission is to organize the world's information and make it universally accessible and useful. Our Devices & Services team combines the best of Google AI, Software, and Hardware to create radically helpful experiences for users. We research, design, and develop new technologies and hardware to make our user's interaction with computing faster, seamless, and more powerful. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, the Devices & Services team is making people's lives better through technology.
Partner with business unit leaders to design and refine overall customer care delivery model; including overall strategy, channels, content and staffing.
Oversee/lead internal operations reviews to ensure customer product and service feedback loop. Use this understanding to identify/implement new initiatives with key product and business leaders to develop and launch new projects.
Act as fiscal customer care lead for the business for various reviews such as Monthly Business Review, Annual Planning. Manage the organization's quarterly objective setting and ongoing measurement processes.
Enhance the organization’s operational cadence by working with leaders to develop robust systems, processes, policies, controls, governance/cadence and metrics.
Manage and develop Product Specialists (and functional dotted line team members) to ensure launch readiness deliverables are successfully met for internal and external team stakeholders.
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 this form.