Lead operations, inspire vendor teams and enable a large-scale extended workforce ecosystem of vendors/partner teams and support specialists to deliver exceptional customer experiences.

Optimize and maintain processes, ensuring comprehensive training and resources. Enable processes like Business Continuity Planning (BCP), Agent Quality, Compliance, Tools, Subject Matter Experts (SMEs) and training creation/delivery management.

Manage vendor selection, forecasting, resources, and budget while collaborating with stakeholders, supporting vendors, and advocating for operational needs.

Drive impact through efficiency driven by AI, Automation leading to reduced effort, and positive interactions and deliver key performance indicators (KPIs), maintain infrastructure, and secure budgets.

Support vendor partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation in dispute management.

Bachelor's degree or equivalent practical experience.

5 years of experience building relationships with stakeholders or clients.

5 years of experience in identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.