Strategy and Operations Lead, gUP, Operations

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 6 years of experience in leading and executing operational initiatives from end-to-end.

Preferred Qualifications:

• Master's degree in Business, Finance, Operations or in a related field.
• Experience in improving and scaling customer support delivery through process optimization, technology, and operational excellence.
• Experience applying frameworks such as Agile, Six Sigma, Systems Thinking or equivalent to solve business problems.
• Experience defining, tracking, and utilizing key performance indicators and metrics to drive business decisions and measure success.
• Excellent problem-solving skills.

About The Job

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).

Responsibilities

• Provide support to the Managing Director, ensuring high-pace, on time business cadence, team health, and effective decision-making.
• Develop, manage, and execute strategic and operational initiatives, acting as a trusted advisor to leadership to solve business issues with a strong bias for execution.
• Define, track, and analyze key performance metrics to measure the impact of initiatives and drive continuous improvement in customer support delivery and operational efficiency.
• Drive operational excellence by applying frameworks like Agile or Six Sigma to streamline processes, identify opportunities for improvement, and enhance customer satisfaction.
• Structure and solve ambiguous problems, translating high-level strategic goals into concrete, actionable plans and project roadmaps. Collaborate with and influence cross-functional stakeholders, including Product, Business, and Marketing teams to drive recommendations, secure buy-in, and manage organizational change for key projects.