Note: By applying to this position you will have an opportunity to share your preferred working location for this position from the following: Mountain View, CA, USA; Austin, TX, USA
Bachelor's degree or equivalent practical experience
- 4 years of experience on an operations team managing queues
About the job
2 years of experience in vendor/partner management
- Experience and interest in working on a broad range of legal matters across multiple markets and regions
- Ability to interact professionally with all levels of internal and external stakeholders
The Legal Investigations Support (LIS) team handles requests for user data received from Government agencies, courts, and parties in civil litigation. LIS handles a high-volume of these legal requests, processing them through complex policy and workflows.
As a Partner Support Operations (PSO) Program Manager for Legal Investigations Support (LIS), your mission is to hold vendors and partners accountable for meeting operational targets through governance and metrics refinement, ensuring Google remains an effective data custodian in outsourced compliance workflows. When operational problems arise, you will lead the root cause analysis and monitor progress of follow up actions.
In this role, you will work closely with LIS leads to define business needs for outsourcing in light of operational milestones and workflow priority. You will work closely with the training and operational forecasting teams within your silo and with the Quality Assurance (QA) function to execute on operational priorities and drive quality through outsourced workflows.
You are the liaison point between your team and the partners supporting its workflows – you will help lift the operation to the next level of performance. Depending on business need, you will contribute to expanding the operation to new vendors or sites. You manage components of the team's overall operational strategy, including outsourcing decisions, contract agreements, vendor selection and continuous improvements of procedures. In the context of this role, you might at times be exposed to legal investigations involving sensitive personal information or graphic descriptions of criminal activity.
20th century laws don't always solve 21st century problems, and Google Legal crafts innovative approaches for working with some of the toughest legal challenges of the information age. Whether you're a patent attorney, an intellectual property expert or an engineer headed to law school, Google Legal lets you address unanswered legal quandaries and create new precedents. Our innovative services raise challenging questions that demand creative and practical answers. We provide those answers by working at the crossroads of the law and new technology, helping Google build innovative and important products for users around the world.
- Drive operational excellence in vendor and partner management including metrics improvement, process efficiency, supplier diversity, outsourcing strategy, etc.
- Be accountable to overall performance of the outsourced operation. Work with Operations Managers to define quarterly goals for our vendor and partner operations, and lead partners through critical changes including new workflows, procedure refinements, and tooling changes.
- Conduct regular business reviews and audits with vendor partners and Legal stakeholders. Identify opportunities to improve recurring reporting from partners.
- Align frequently with the LIS Policy Team and be able to analyze how a change in policy/workflow will impact outsourced workflows and resource needs.
- Deploy robust program management when tracking existing outsourced workflows or launching new ones, creating project trackers, RASCI charts, glide paths, and structured communications to drive accountability and clarity across the PSO program.
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 this form.