Tech Process Team Lead

4 days ago

Manila, National Capital Region, Philippines Google Operations Center Full time

Tech Process Team Lead - Payments - 1P

Apply locations PH-MNL-LIMA time type Full time posted on Posted 2 Days Ago job requisition id JR1313

Join Us

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us

As a Tech Process Team Lead, you will be responsible for supporting our partners on the payment processing and facilitation on monetized Google products.

A Tech Process Team Lead collaborates closely with operations, engineering, and finance groups to create or document technical solutions and resolve partner issues through technical troubleshooting.

Position Responsibilities
  1. Manage a team of tech process analysts and quality analysts.
  2. Manage team workload to ensure even distribution of responsibilities and provide development opportunities.
  3. Establish, maintain, and improve processes, training, and feedback mechanisms to ensure team KPIs are met.
  4. Provide effective coordination with multiple cross-functional teams in a clear and effective manner.
  5. Maintain overall accountability for the projects in team queue / case management system.
  6. Track and project manage multiple projects simultaneously for partners autonomously.
  7. Monitor and review SLAs and act as a point of contact to discuss risk / issues with workflow management.
  8. Identify when cases require escalation, and engage with higher support tiers to hand off cases.
  9. Develop in-depth understanding of documented process flows and playbooks and identify any process improvement opportunities.
  10. Conduct configuration and coding to enable and test new payment services when necessary.
Minimum Qualifications
  1. BA/BS degree in a technical discipline or equivalent practical experience, Degree in computer science preferred.
  2. Excellent English communication skills (both written and oral) and stakeholder management at multiple levels.
  3. Overall 6-10 years of experience in technical troubleshooting with at least 2 years of people management experience.
  4. Experience and familiarity with Internet technologies such as HTTP, JavaScript, HTML, AJAX, cookies, and XML.
  5. Data analytics experience using regular expressions and SQL.
  6. Working knowledge of Linux operating systems.
  7. At least 2 years of Java programming experience in a source controlled environment.
  8. At least 1 year of Angular programming experience.
  9. Ability to design and lead multiple technical projects.
  10. Amenable to work in US shift schedule.
Preferred Qualifications
  1. Prior experience working in the payment and finance/accounting industry is a plus.
Benefits
  1. We support you with competitive wages and comprehensive health care including medical, dental, and vision coverage.
  2. We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident, and disability insurance minimums.
  3. We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about.

At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. 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. If you have a disability or special need that requires accommodation, please let us know.

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