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Minimum qualifications
* Bachelor's degree or equivalent practical experience.
* 3 years of experience in stakeholder-facing roles, interacting with executive partners.
* 3 years of experience in program or project management.
* 2 years of experience in a quantitative or metrics measured role or business.
Preferred qualifications
* 2 years of experience in using data analysis to identify needs and measure impact in an operations organization.
* Experience designing and managing learning solutions to meet regulatory requirements, preferably within a product-oriented role.
* Experience partnering with external suppliers/agent based programs to deliver improvements in operational metrics and meet or exceed compliance standards.
* Ability to translate complex ideas into simple digestible ones.
* Ability to balance quality and cost imperatives across an agent based program and to deliver against performance-based metrics.
* Excellent communication (written and verbal) 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 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).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 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
* Manage the life-cycle (creation, rollout, measurement) of high-impact learning enablement solutions, aligning cross-functional stakeholders around clear objectives and plans.
* Develop and implement strategies across gUP to drive improvements in operational metrics and overall training program return on investment.
* Partner with suppliers to build programs that will drive measurable improvements to customer experience metrics.
* Partner with internal teams to proactively identify knowledge gaps, analyse quality trends, and support their business goals (e.g., product launches, new tool launches, new regulatory mandates).
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