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We are seeking an experienced and dynamic Care Channels Manager to oversee our multi-channel support operations across both in-house (GoHub) and outsourced BPO teams. This role is pivotal in ensuring seamless, empathetic, and efficient support delivery to our customers and driver-partners. You will be accountable for driving operational performance, maintaining compliance, managing vendor relationships, and championing continuous improvement initiatives that elevate the overall service experience.

Data Analyst (Cartography)

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About The Role</h3>We are seeking an experienced and dynamic Care Channels Manager to oversee our multi-channel support operations across both in-house (GoHub) and outsourced BPO teams. This role is pivotal in ensuring seamless, empathetic, and efficient support delivery to our customers and driver-partners. You will be accountable for driving operational performance, maintaining compliance, managing vendor relationships, and championing continuous improvement initiatives that elevate the overall service experience.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What You Will Do</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead and manage end-to-end support operations across GoHub (in-person) and BPO vendor team, ensuring timely, accurate, and empathetic service delivery across all customer touchpoints.</li><li class="leading-relaxed">Oversee daily operations including queue management, scheduling, quality assurance, and performance tracking against key KPIs (CSAT, SLA, AHT, resolution rate, reopen rate, etc.).</li><li class="leading-relaxed">Establish, maintain, and manage strong vendor relationships, including performance reviews, contractual compliance, and cost efficiency across outsourced operations.</li><li class="leading-relaxed">Drive onboarding accuracy and readiness, ensuring drivers experience a seamless and compliant onboarding journey.</li><li class="leading-relaxed">Ensure strict adherence to internal policies and external regulatory requirements, embedding compliance and service excellence into all processes.</li><li class="leading-relaxed">Collaborate cross-functionally with internal teams and external partners to streamline operations, align processes, and deliver service enhancements.</li><li class="leading-relaxed">Analyze operational data and customer feedback to generate actionable insights, identify root causes, and implement scalable improvements.</li><li class="leading-relaxed">Champion a culture of continuous improvement, leading initiatives that enhance productivity, strengthen stakeholder collaboration, and elevate the customer and driver experience.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What You Will Need</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">At least 3–5 years of experience in managing contact center operations or vendor management, with proven success in both in-house and outsourced (BPO) environments.</li><li class="leading-relaxed">Demonstrated ability to lead, coach, and inspire teams while driving strong performance outcomes in customer experience (CSAT, SLA, AHT, resolution rate).</li><li class="leading-relaxed">Solid understanding of contact center efficiency models, workforce management, and operational KPIs, with the ability to translate insights into action.</li><li class="leading-relaxed">Strong stakeholder and project management skills, able to align internal teams and external vendors to deliver on shared objectives.</li><li class="leading-relaxed">Proven capability to analyze data and customer feedback, identifying gaps, risks, and opportunities to improve service quality and efficiency.</li><li class="leading-relaxed">Excellent interpersonal, communication, and conflict resolution skills, with the ability to manage sensitive issues across teams and vendors professionally.</li><li class="leading-relaxed">Highly organized and decisive, able to manage multiple priorities under pressure while maintaining compliance with internal and regulatory standards.</li><li class="leading-relaxed">Willingness to travel to vendor sites (~20–25%) for performance reviews, assessments, and relationship management.</li></ul>

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- This assessment gives us an idea of your C++ skills - Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc. - 10 Multiple Choice questions - Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! 📋 &nbsp;- This assessment gives us an idea of your problem solving skills using DSA - Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc. - 10 Multiple Choice questions - Average time to complete: 7 to 10 minutes

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As a Software Engineer on the BigLake team, you will contribute to evolving BigQuery into a leading data lakehouse platform, specifically focusing on building the BigLake Iceberg REST catalog. This role involves developing next-generation technologies at massive scale, working across Google's production environment and the open-source Apache Iceberg ecosystem. You will be responsible for designing, implementing, testing new features, ensuring engineering excellence, and collaborating with various Data Cloud product teams to help customers succeed with BigLake.

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<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Minimum qualifications:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor’s degree or equivalent practical experience.</li><li class="leading-relaxed">2 years of experience with software development or 1 year of experience with an advanced degree in an industry setting.</li><li class="leading-relaxed">2 years of experience with developing large-scale infrastructure, distributed systems or networks, or experience with compute technologies, storage or hardware architecture.</li><li class="leading-relaxed">Experience with both C++ and Cloud.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Preferred qualifications:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Master's degree or PhD in Computer Science or related technical fields.</li><li class="leading-relaxed">2 years of experience with data structures or algorithms.</li><li class="leading-relaxed">Experience working within the open data processing ecosystem (Apache Iceberg or other open table formats, or with Apache Spark, Trino, or other data processing engines).</li><li class="leading-relaxed">Experience with both Google's production environment and open-source development workflows.</li><li class="leading-relaxed">Experience in one or more of the following areas: Java, Database Internals, Apache Iceberg, Apache Spark, Terraform.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the job</h3>Google's software engineers develop the next-generation technologies that change how billions of users connect, explore, and interact with information and one another. Our products need to handle information at massive scale, and extend well beyond web search. We're looking for engineers who bring fresh ideas from all areas, including information retrieval, distributed computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing every day. As a software engineer, you will work on a specific project critical to Google’s needs with opportunities to switch teams and projects as you and our fast-paced business grow and evolve. We need our engineers to be versatile, display leadership qualities and be enthusiastic to take on new problems across the full-stack as we continue to push technology forward.The BigLake team's mission is to evolve BigQuery into the world's best data lake house platform. Apache Iceberg is rapidly emerging as the de facto table format for the modern lake house, allowing many engines to operate on a single copy of data to power interoperable data and AI workloads with high performance and low cost. BigLake builds on the scalable, reliable foundation of BigQuery to provide a lake house solution spanning catalog APIs, storage management and grooming, data governance, and more.As a member of the BigLake team, you will be responsible for building the BigLake Iceberg REST catalog and helping its customers succeed.Your work will encompass Google's production environment, the open-source Apache Iceberg ecosystem, and open-source data processing engines such as Apache Spark and Trino.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.The US base salary range for this full-time position is $141,000-$202,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about <a href="https://careers.google.com/benefits/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">benefits at Google</a>.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Responsibilities</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Be responsible for helping customers to succeed with BigLake.</li><li class="leading-relaxed">Direct projects spanning multiple quarters and collaborate with peers from multiple products within Data Cloud: BigQuery, Dataproc, Dataflow, and others.</li><li class="leading-relaxed">Be responsible for designing, implementing, testing, and reviewing new BigLake features and for the quality, engineering excellence, and operational stability of BigQuery and BigLake.</li></ul>Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's <a href="https://www.google.com/about/careers/applications/privacy-policy" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Applicant and Candidate Privacy Policy</a>.Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also <a href="https://www.google.com/about/careers/applications/eeo/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Google's EEO Policy</a>, <a href="https://careers.google.com/jobs/dist/legal/EEOCKnowYourRights1020.pdf" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Know your rights: workplace discrimination is illegal</a>, <a href="https://about.google/belonging/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Belonging at Google</a>, and <a href="https://careers.google.com/how-we-hire/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">How we hire</a>.If you have a need that requires accommodation, please let us know by completing our <a href="https://goo.gl/forms/aBt6Pu71i1kzpLHe2" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Accommodations for Applicants form</a>.Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

Data Structures and Algorithms

Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.