Operation Excellence Manager, GStore


Mountain View, CA, USA

Full time


May 11

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 11 years of experience managing projects with multiple stakeholders.
  • Experience influencing executives and business strategy.
  • Experience managing a team.

Preferred qualifications:

  • Experience in consumer hardware and/or customer support operations.
  • Experience managing relationships with external partners with minimal guidance.
  • Experience in retail operations or e-commerce.
  • Experience of working to drive projects to completion.
  • Experience with SQL with the ability to interpret data and data insights.

About the job

At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.

gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

In this role, you will focus on managing a team of product support managers managing gUP Store strategic priorities. You will facilitate cross-functional alignment of goals and execution, providing business critical insights using analytics. Help drive strategic partnerships and initiatives forward. You will represent the user/agent by exploring data and providing insights and recommendations to ensure core metrics like CSAT (Customer Satisfaction) RCR (Repeat Contact Rate) are achieved. You will define and drive team level communications and objectives and key results (OKR) reporting. ensuring the team are aligned with global business objectives and are well placed to attain ambitious annual targets, providing support and/or escalation as appropriate. You will work with cross-functional teams (e.g., Product, Technology, Finance) to design and implement complex initiatives and opportunities that move the needle.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Additional Information

(Colorado only*) Minimum salary range between $170,000 - $183,000 + bonus + equity + benefits.

*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation range for this role when being hired into our offices in Colorado.


  • Manage a high performing team.
  • Represent the user by providing insights, feedback to Product Managers to influence support, and product strategy.
  • Develop and evolve the user experience strategy for Google product offerings based on a deep knowledge of product and advocate for customers.
  • Manage the launches of hardware products working cross-functionally with stakeholders.
  • Run experiments and pilot processes, support channels, and process innovations, while measuring/driving product goals.

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