Operations Lead, Strategy and Governance

Job description

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Gurugram, Haryana, India; Bengaluru, Karnataka, India; Hyderabad, Telangana, India . Minimum qualifications: • Bachelor’s degree or equivalent practical experience. • 8 years of experience in a technical project management or a customer-facing role. Preferred qualifications: • Experience in Salesforce Operations, including queue management, case routing, taxonomy alignment, and operational performance tracking within a Customer Relationship Management (CRM) ecosystem. • Working knowledge of Salesforce development principles and platform architecture (e.g., custom objects, Flows, Apex, system integrations) with the ability to translate operational requirements into technical specifications for development teams. • Ability to think, plan, and execute on multiple projects simultaneously in an organized and creative way. • Ability to act as a dot connector and integrator; commitment to finding organizational synergies and operational efficiencies. • Passion for organizing complex information to help structure decision-making processes and align stakeholders. About The Job The Experience and Operational Excellence team is a core part of the Strategy, Transformation, Automation, Content and Knowledge (STACK) function in People Operations (POps) People Experience. Our mission is to lead the Employee Care Transformation, reshaping how People Operations delivers services globally. We operate at the intersection of process reimagination and AI innovation to drive operational efficiency and elevate the Google employee experience. We design, build, and deploy intelligent solutions that automate workflows, augment human capabilities, and shift our service delivery from a reactive, case-first approach to a proactive, employee-first care model. Responsibilities • Lead operational governance and performance oversight for POpsConnect SEC vendor team. Partner with vendor partners to ensure operational stability, Service Level Agreement (SLA) compliance, and quality improvements. • Oversee daily service operations, taxonomy frameworks, queue governance, and critical system integrations and address any operational blockers proactively. • Analyze the performance of service delivery models using quantitative and qualitative data to identify key opportunities for process improvement and innovation. • Build compelling, data-motivated business cases that clearly articulate problem statements, proposed solutions, and expected Return On Investment (ROI). • Collaborate with Service, Product, and Engineering teams to translate operational needs into technical requirements and manage project execution through metrics and Key Performance Indicator (KPI) tracking. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .