Partner Operations Specialist, Payments
San Francisco Bay Area, US - Information Services, Internet
As a member of Partner Operations, you will support Google’s partners, both directly and indirectly, as part of the GeoCommerce Payments team. You will have the opportunity to work both directly with partners and internally with a variety of cross-functional stakeholders to drive product improvements, operations and the overall partner experience. You will apply your experience and skills to build relationships with our partners, partner with Product and Engineering teams to champion partner feedback and drive improvements, and contribute to the launch and success of Google products and services worldwide. Among your many attributes, you have experience in customer service, a passion for solving operational challenges and you thrive in a fast-paced team environment. You possess excellent judgment and problem-solving skills, and are able to multitask while maintaining an eye for detail.
Responsibilities
- Build and maintain strong product knowledge within the Payments suite of products. Become a go-to product expert, lead partner support launches and build strong working relationships with cross-functional points of contact such as Product Management, Engineering, Direct Sales, Marketing, PR and Legal.
- Learn and build expertise in new processes and applications. Compile, analyze and report on workflow metrics, summarizing partner support metrics. Use data to independently and proactively optimize existing processes and develop new processes and infrastructure to improve internal efficiency, partner satisfaction and product experience.
- Escalate partner feedback and trends through various reports and analysis to drive product improvement and partner satisfaction with relevant cross-functional teams. Provide Product Management, Sales Operations and related teams feedback on opportunities to improve product design.
- Optimize partners’ relationship with Google by proactively reaching out to partners in both a high touch and scaled model to aid in partner on-boarding, notify partners of new features, and drive adoption rates.
- Provide high touch account management with strategic partners to provide partner education, technical troubleshooting and support within defined service level agreements. Manage a vendor workforce, including set up, training, quality reviews and handling escalations.
Minimum qualifications
- BA/BS degree or equivalent practical experience.
- Experience in a customer service or account management role.
Preferred qualifications
- 2 years of related industry experience. Background in payments.
- Strong analytical, troubleshooting, problem-solving and project management skills.
- Ability to structure ambiguous problems and work independently with a focus on delivering actionable results.
- Proven ability to manage multiple assignments simultaneously, work independently and drive projects to completion with minimum guidance and high attention to detail.
- Action-oriented with excellent organizational, analytical, project management, and written and verbal communication skills.
Area
Partner Solutions team empowers the ecosystem across Sales, Product and Partners to make Offers, Shopping, Wallet, Digital Content, Knowledge, Geo/Local, Social and Ads products work. We provide end-to-end technical and operations support for partners for most of Google properties. This includes influencing product strategy, developing scalable product tools, helping onboard new partners, providing technical implementation services to some of the most strategic partners and ongoing partner management.
Partnerships
No salary provided
Posted June 30, 2014 at 07:10AM from LinkedIn http://ift.tt/Tw2SoW
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