We are looking for a Business Planning and Workforce Manager to join our team
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 7 years of experience in a customer or client-facing role supporting logistics operations.
- Global program management experience.
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Experience generating and analyzing reports around operations, capacity planning, or scheduling.
Preferred qualifications:
- Experience collaborating with executive stakeholders across a large, global organization, and presenting insights to leadership.
- Experience in a consulting organization in technology practice.
- Ability to influence without direct authority and drive change.
- Ability to operate with flexibility in a fluid, constantly evolving, and collaborative environment.
- Excellent problem-solving and investigative skills, including modeling and presentation skills with proficiency in Sheets, SQL, and Workforce Management (WFM) software (e.g.,Verint, Nice, Assembled).
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Responsibilities
- Develop an understanding of Google Cloud Support’s business operations and workforce strategies, and analyze and monitor performance indicators related to productivity, utilization, and queue health.
- Develop strategy, systems, and infrastructure to manage global support queues across multiple channels to ensure optimal customer experience and operational efficiency.
- Identify issues and shortcomings in quality of data, and play a key role in the design and execution of initiatives to improve data quality in partnership with the Data Analytics and Data Science teams.
- Work on the development and execution of the Google Cloud Support strategy and collaborate with leaders and cross-functional teams to build scenario plans account for costs, location strategy, and business objectives.
- Provide problem-solving support including capacity planning, scheduling, and reporting to drive decisions made in partnership with global vendor managers and technical support engineering leads.
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