Googler Experience Operations, People Experience
Job Description
- Master's degree
- HR supplier performance management
- HR process design & implementation
- Excellent user-facing skills
- Escalation management experience
- 7+ years HR Ops experience in LATAM
- Fluent in English & Spanish
- C-level executive experience
- Cross-functional collaboration
- Service delivery & SLA management
- Process improvement expertise
Minimum qualifications:
- Bachelor's degree in HR, Business or related field, or equivalent practical experience.
- 7 years of Human Resources Operations experience within the LATAM region.
- Experience working with C-level executives and cross-functionally across all levels of management.
- Ability to communicate in Spanish and English fluently, to support client relationship management in this region.
Preferred qualifications:
- Master's degree or other advanced degree.
- Experience in Human Resources Operations.
- Experience managing HR supplier’s performance.
- Experience in designing and implementing HR processes including tools and systems.
- Excellent user facing skills with an escalation management record.
About the job
People Operations strives to revolutionize human resources the same way that Google has revolutionized search. We are helping to find, grow and keep the remarkable assemblage of talent who are our Googlers. We are the team at Google that delivers extraordinary, hire-to-retire experiences for Googlers in the moments that matter most. We deliver global HR processes (with regional nuances where needed) that are personalized and delightful for millions of candidates and 175k+ Googlers. Made up of equal parts HR professionals, former consultants, and analysts, we are the advocates of Google's culture and values, partnering with our business leaders to help them build their organizations and make sure all people's decisions are based on data.
As Google grows, so do the operational complexities, compliance risks, and cultural nuances that are unique to the markets, sites, countries, and regions where Googlers work. To address these complexities, our HR teams offer a structured, location-based approach for delivering HR support.
Great just isn't good enough for our People Operations team (known elsewhere as "Human Resources"). We bring the world's most innovative people to Google and provide the programs that help them thrive. Whether recruiting the next Googler, refining our core programs, developing talent, or simply looking for ways to inject some more fun into the lives of our Googlers, we bring a data-driven approach that is reinventing the human resources field.
Responsibilities
- Deliver above and beyond operational excellence within service lines in Canada and Latam, driving service delivery, service planning, ensuring Service Level Agreement (SLAs) are met and activities follow process timeliness and accuracy goals across all service areas through continued improvement of operational excellence.
- Serves as a key liaison between stakeholder teams and the wider Google Store Checkout (GXO) organization.
- Leads GXO operations execution for initiatives and programs, implementing service delivery improvements and managing process/scope changes, including extended workforce.
- Collaborates across GXO regions and with GX/PXE to standardize work and develop deep system expertise for troubleshooting and infrastructure consultation.
- Partners internally and externally advocate optimal user experiences and provide feedback for enhanced operational efficiency.
