Workflow Management Team Lead

Workflow Management Team Lead - Customer Support - Shopping (Shared) Join to apply for the Workflow Management Team Lead - Customer Support - Shopping (Shared) role at Google Operations Center . Join Us At Google Operations Center we help Google users and customers solve problems and achieve their goals—while enjoying a culture focused on continuous improvement and collaboration. We work hard, we play hard, and we want you to join us As Workflow Management Team Lead, you will primarily be responsible for overseeing, leading and managing day‑to‑day operations in the Shopping (consults and escalations) team, ensuring all KPIs are met consistently month‑on‑month, risks and challenges are raised in a timely manner to stakeholders, and high‑priority requests and escalations are treated with utmost urgency. Position Responsibilities Conduct periodic and real‑time coaching sessions with employees aligned with the Performance Management Process of GOC. Ensure timely delivery of client and site business reporting deliverables with a high level of accuracy and provide meaningful insights that drive call‑to‑action for stakeholders (data analysis, scrubbing, solution‑based approach). Manage workload balancing between associates while client requests and escalations are attended to and resolved according to required SLAs. Ensure main KPIs, both GOC and Google‑led OKRs, are met consistently while raising roadblocks and challenges in a timely fashion to the appropriate action owners. Ensure regular governance and coordination between sites is conducted for process and metric reporting alignment. Demonstrate excellent time‑management skills and the ability to work independently while using departmental resources, policies and procedures. Minimum Qualifications Strong leadership skills. At least three years of experience managing associates, with a focus on digital marketing platforms. Excellent communication skills. Able to communicate business insights and plans to other GOCers in an open and 2‑way style, simplify hard‑to‑navigate situations while balancing business and people needs. Analytical skills. Able to analyze, understand and create meaningful plans when looking at data points and trends that impact business and people. High organizational skills. Adept at prioritizing what is important and critical to business, ensuring all business‑essential reports and ad‑hoc items are delivered on time. Flexible and collaborative. Able to adjust strategies, plans, and roles to effectively respond to changes. Positive mindset. Maintains a positive and professional demeanor, portraying the company in a positive light and managing sensitive issues effectively. Preferred Qualifications Google Ads Certification – Shopping. Benefits Competitive wages and comprehensive health care including medical, dental and vision coverage. Support for families with gender‑neutral baby bonding leave, 18‑week birth‑parent maternity leave, and generous life, accident and disability insurance minimums. Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences. Information collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy. Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. To ensure a barrier‑free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter. To all recruitment agencies: GOC does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC is not responsible for any fees related to unsolicited resumes. Thanks for your interest in this opportunity Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at Referrals increase your chances of interviewing at Google Operations Center by 2x. #J-18808-Ljbffr