Account Manager, GOC

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 10 years of experience in an extended workforce, shared services environment, or client-facing technical consulting roles.
• 5 years of experience managing global technical programs, working with cross-functional stakeholders, and building portfolios.
• Experience in account management, business development, or partnerships.

Preferred qualifications:

• Experience leading complex multi-year strategic planning.
• Excellent communication skills with the ability to take initiative and build relationships.
• Exceptional negotiation and conflict resolution skills to create win-win outcomes.
• Excellent operational literacy, to identify issues/resolutions using business acumen, translating signals into actions and ensuring teams stay ahead of business changes.
• Familiarity with AI/automation in operations, translating operational value into tangible business outcomes and understanding of financial concepts (cost, savings, ROI) and insight-driven narratives.

About the job

As the Google Operations Center (GOC) Account Manager, you will operate as a strategic business partner and the primary bridge between Google's Product Areas and the GOC. You will be responsible for understanding the end-to-end value chains of your partners and translating their organizational goals and constraints into actionable GOC strategies.

A significant portion of this role focuses on the future: managing annual and multi-year long-range planning, anticipating stakeholder needs, and ensuring GOC operational teams have clear visibility into shifting business priorities.

You will work as part of a high-performing account management team, with a growth mindset and artfully navigating complex stakeholder dynamics, create win-win outcomes, and amicably resolve issues in a deeply partnership-oriented manner. You will partner closely with Operations to advocate AI and automation value realization, ensuring initiatives are translated into credible, measurable business and capability outcomes without shifting day-to-day execution ownership away from Operations.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities

• Serve as the primary bridge between Google product areas and GOC Operations, translating complex capabilities into business narratives focused on business growth, risk, and customer experience.
• Lead long-range strategic planning and business development to transition high-value work into the GOC, positioning it as a premier, scalable alternative to external partners.
• Align operational insights with business priorities to ensure quality deliverables, time-to-proficiency, meeting evolving stakeholder needs.
• Construct executive level presentations and present complex analytical findings in clear, concise, and decision-impacting manner, mastering complex negotiations to secure win-win outcomes.
• Utilize performance analytics and AI/automation outcomes to provide credible, executive-level reporting that influences prioritization and demonstrates tangible Return on Investment (ROI) to Google leadership.