Strategy and Operations Lead, gUP, Operations

Google Inc.; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading technology company is seeking a Strategy and Operations Lead to manage strategic initiatives and operational excellence in support delivery. The ideal candidate will possess a Bachelor's degree and significant leadership experience in operations. Responsibilities include collaborating with cross-functional teams to enhance customer satisfaction and operational efficiency. This role is based in London or Dublin, offering a dynamic work environment.

Qualifications

• 6 years of experience in leading and executing operational initiatives from end-to-end.
• Experience in improving and scaling customer support delivery.

Responsibilities

• Provide support to the Managing Director for effective decision-making.
• Develop and execute strategic and operational initiatives.
• Define and analyze key performance metrics.
• Drive operational excellence through frameworks like Agile or Six Sigma.
• Collaborate with cross-functional stakeholders.

Skills

Operational initiatives leadership

Process optimization

Problem-solving

Agile methodologies

Six Sigma

Education

Bachelor's degree or equivalent practical experience

Master's degree in Business, Finance, Operations or related field

Job description

Strategy and Operations Lead, gUP, Operations

Google London, UK; Dublin, Ireland

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Note: By applying to this position you will have an opportunity to share your preferred working location from the following: London, UK; Dublin, Ireland.

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.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

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