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Google



Head of Customer Care Strategy, Consumer Operations

San Francisco Bay Area, US - Information Services, Internet

The Consumer Operations team is all about focusing on the user. As the Head of Customer Care Strategy, you will be responsible for crafting the vision for support and organizing execution. In this highly cross-functional role, you will define the overall support strategy for one of our major consumer products and ensure that customer care is a visible and viable part of the value proposition of our products. You will be responsible for creating the aspirational view of support as a differentiator for the company. You will work closely with product teams to pair appropriate and innovative support offerings with the ambitions of our product area(s). You will also be expected to contribute to the long-term operational strategy and support model, outsourcing decisions, contract negotiations, vendor selection and continuous improvements of business processes. You have detailed knowledge of our constantly evolving product suite to ensure that user feedback flows to the Product team and fuels innovation in both the product, as well as our support model.



Responsibilities

• Define the strategy and vision for customer care as a differentiator for Google’s products.


• Lead cross-functionally, across support, product, marketing, legal and finance teams to bring the customer care vision to fruition.


• Advocate for the user and drive for enhanced user experience. Support vendor selection, negotiations, and overall vendor operations strategy.


• Lead regular business reviews, design and execute processes to keep internal stakeholders continuously informed regarding customer care activities and plans.


• Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.


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  Minimum qualifications
  


• BA/BS degree in Information Technology, Computer Science, Information Management or equivalent practical experience.


• Business process and project management experience.


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  Preferred qualifications
  


• 10 years of experience in support strategy and/or operations, with a proven track record of leadership, innovation, and operational contributions.


• Experience managing large-scale and dynamic projects, with competing resources and priorities.


• Experience running call center operations.


• Strong analytical and solution modeling skills.


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  Area
  
  
  
  The Google Technical Services team (known as gTech) provides technical expertise across all Google products to support our global Sales, Business Development and Partnerships teams. We fix any issues on behalf of customers and partners so that our sales teams can focus on what they do best. We collaborate closely with Google's engineering groups to create technical solutions that enable our sales organization to help our customers' businesses grow.
  
  
  
  Mountain View (Global HQ)
  
  
  
  No salary provided
  
  
  
  Posted July 18, 2014 at 10:17AM from LinkedIn http://ift.tt/1mnOfuS
  
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