Ecosystem Partner Operations Manager, gTech

Google•New York, NY

2h•$114,000 - $163,000

About The Position

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more). The Search Ecosystem team is the partner-facing arm of Google Search's ecosystem. We keep Search and Google's AI experiences grounded in high-quality human content. In this role, you will own the operational health of the partner experience for our content acquisition programs. You will be between partners and Google, running the onboarding and content delivery operations partners depend on, managing the scaled vendor teams that manage frontline support, and stepping in as the escalation point when things get complicated. You will turn what works into a documented, repeatable process, and what doesn't into evidence-backed change requests that shape the product roadmap. Much of this is new territory, volumes grow quickly, and the operating model is still being built, so you will bring order out of ambiguity and build the process you need rather than inheriting it. You will balance partner needs against technical constraints and engaged priorities, communicate clearly with both technical and non-technical audiences, and are motivated by getting new Google technologies into partners' hands and making them work. 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 https://www.youtube.com/watch?v=HcjR6ZngQcw. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $114000 - $163000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google https://www.google.com/about/careers/applications/benefits/.

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in a project management or a customer-facing role.
Experience designing, executing, or optimizing operational processes or workflows.

Nice To Haves

Experience in standing up partner or customer support operations for an early-stage product or pilot, then scaling them into a steady-state, documented process.
Experience working with third-party vendor teams, onboarding them, authoring SOPs, and managing delivery quality against defined metrics.
Experience working directly with Product and Engineering, translating partner pain points into prioritized, well-evidenced feature requests.
Experience replacing manual workflows with automation or self-serve tooling.
Track record of using operational data (volume, SLA, effort, satisfaction) to diagnose problems and make the case for change.
Comfortable operating independently across time zones, with several time-sensitive workstreams running at once.

Responsibilities

Manage day-to-day operations for our content acquisition programs, including supplier onboarding, content delivery cycles and partner communications, within defined SLAs. Create and maintain internal and external documentation (i.e. help centre content, onboarding guides and SOPs).
Run scaled vendor support operations end-to-end, own the Standard Operating Procedures (SOPs) and quality frameworks, monitor Service Level Agreement (SLA), Customer Satisfaction (CSAT), and escalation metrics, and hold regular business reviews with vendor teams.
Act as the escalation point for complex partner issues spanning onboarding, content, agreements and payments, coordinating with Business Development, Product, Engineering and Legal.
Identify manual workflows and drive them towards automation and self-serve, so programs scale with partner growth rather than with headcount.
Establish reporting on operational health, and present metrics and partner insights to cross-functional and leadership stakeholders.