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Minimum qualifications:
Bachelor's degree or equivalent practical experience.
5 years of experience in stakeholder-facing roles, interacting with senior partners.
5 years of experience in program or project management.
2 years of experience in a quantitative or metrics measured role or business.
Preferred qualifications:
4 years of experience in using data analysis to identify needs and measure impact in an operations organization.
Experience in 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 balance quality and cost imperatives across a large, agent based program and to deliver against rigorous performance-based metrics.
Excellent written and verbal communication skills.
About the job
In this role, you will focus on aggregate learning in areas such as Google product policies, proprietary Google tools, and will work closely with teams across gUP and gTech to support product launches and regulatory mandated training.
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
Manage the lifecycle (creation, rollout, measurement) of high-impact learning solutions, aligning cross-functional stakeholders around clear objectives and plans.
Develop and implement strategies across gTech Users and Products (gUP) to drive improvements in operational metrics and overall training program return on investment.
Create and maintain a holistic, compliant and aligned x-gUP framework for training processes, including scoping, asset creation, and supplier engagement standards.
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).
Partner with suppliers to build programs that will drive measurable improvements to customer experience metrics.
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