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Strategy and Operations Lead, gTech Customer Experience



Customer Service, Operations
Gurugram, Haryana, India
Posted on Saturday, May 20, 2023


Minimum qualifications:

  • 5 years of experience analyzing and translating data into insights, and presenting results of analysis across multiple levels of the organization.
  • Experience in project or program management, process improvements, and business analysis.
  • Experience in stakeholder management, initiatives, and operations.

Preferred qualifications:

  • MBA or advanced degree in a management, technical, or engineering field.
  • Experience in strategy development and execution, structuring and executing complex analyses to support strategy in a fast-paced, constantly evolving environment.
  • Experience in customer operations or knowledge of the customer service industry.
  • Excellent leadership, project management, problem-solving, and communication skills.

About the job

The Business Strategy & Operations organization provides business critical insights using analytics, ensures cross functional alignment of goals and execution, and helps teams drive strategic partnerships and new initiatives forward. We stay focused on aligning the highest-level company priorities with effective day-to-day operations, and help evolve early stage ideas into future-growth initiatives.

gTech provides technical expertise across all Google products to support our global Sales and Partnerships teams. Within gTech, gTech Customer Experience takes a customer-centric, creative, and collaborative approach to provide optimization, implementation, and troubleshooting support services to all types of advertisers, publishers, and sales teams.

As a Strategy and Operations Lead, you will solve complex and interesting operations problems to help design the change and deliver the impact. You will engage with executive leaders to run smooth operations and manage strategic initiatives to advance the business towards its goals.

In this role, you'll enable the success of gTech Customer Experience's operational teams by driving strategy, developing data insights, and crafting communications to guide business decisions. You'll provide critical insights using analytics, ensure cross-functional alignment of goals and execution, and help teams develop strategic partnerships and initiatives.


  • Structure and implement operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses, developing final recommendations, and implementing, analyzing results, and iterating.
  • Work with executive leadership to drive strategic and operational analysis and insights.
  • Enable critical business decision making by working with cross-functional stakeholders.
  • Lead the team from gathering data and conducting business analysis, to identifying solutions, with effective project communication and management.

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