Operations Management II

About the job

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

In this role, you will be part of a global operations team that maintains operational excellence for Mandiant’s consulting practice. You will need experience in customer-facing roles, agreement negotiation, consulting/professional services operations, using Salesforce, reporting, case management and governance. You will have work ethic, team-oriented attitude, and an ability to manage multiple objectives and projects.

Responsibilities

• Support pre-business activities for the Mandiant Consulting organization, including creating Statement Of Work (SOW) and other agreement documents.
• Work within a case management system, ensure requests are progressing and regular timely updates are made. Drive end to end resolution, including engaging with other departments as required.
• Create and drive to completion solutions to address non-standard customer situations and document approaches for re-use.
• Assist with governance related activities that help the consulting organization become more efficient.
• Assist with gathering information for customer on-boarding requirements, working with business and consultants to resolve pricing/scoping issues, and liaising with customers and partners in discussions.

Qualifications

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in an operations or customer support role with a professional services firm, software or technology-based company.
• 5 years of experience with Salesforce or related Enterprise Resource Planning (ERP) systems.

Preferred qualifications:

• Experience in customer-facing roles.
• Experience with sensitive materials and handling confidential information.
• Experience with working in Salesforce.
• Excellent customer service and communication skills.