Global Accessibility Support Lead, User Support

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
5 years of experience managing a team of engineering and/or technical operations professionals responsible for systems/operations.
5 years of technical experience as an individual contributor.
Experience designing, developing, or troubleshooting operating systems, and networking, mobile, video, and/or voice technologies.


Preferred qualifications:

5 years of experience working across customer-facing roles.
2 years of program management/product management experience in the Accessibility space.
Experience with assistive technologies.
Ability to build relationships, work cross-functionally, and manage multiple projects simultaneously.

About the job

Technical support for a technology company is a big task. As the Corporate Operations Engineer within the IT Support Technician team, your mission is to enable the people and technology that keep Google running. Your team provides the front line user support for all of our internal tools and technologies. Beyond the day-to-day, the team will contribute to longer-term technical projects, process improvement and the documentation efforts that help make the Google magic happen.

In this role, you will work with teams throughout the globe who are building features and services for all users, be an advocate for users with disabilities, and ensure that accessibility is a priority and continues to improve.

Google is an engineering company at heart. We hire people with a broad set of technical skills who are ready to take on some of technology's greatest challenges and make an impact on users around the world. At Google, engineers not only revolutionize search, they routinely work on scalability and storage solutions, large-scale applications and entirely new platforms for developers around the world. From Google Ads to Chrome, Android to YouTube, social to local, Google engineers are changing the world one technological achievement after another.
Responsibilities

Define product/Support vision and roadmap for accessibility, act as an internal advocate for users with disabilities, and make difficult prioritization decisions given limited time and resources.
Communicate vision and progress to key stakeholders throughout the company, and partner with stakeholders and ensure they derive value from the provided services.
Develop and analyze metrics, Key Performance Indicators and reports to manage team performance, and drive service optimization and improvement, including service quality and process improvements.
Coordinate new services, projects, and system implementations as needed.
Organize, host, and conduct Operational and Strategic Business Reviews.

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 our Accommodations for Applicants form.