Workflow Management Team Lead

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

MCM Reserve Team is responsible for handling Youtube advertising campaigns. The team serves 24x7 operations which includes Business-After hours support. As Workflow Management Team Lead, you will primarily be responsible for overseeing, leading and managing day-to-day operations in MCM Reserve Implementation, ensuring all KPIs are met consistently month-on-month, risks and challenges are being raised timely to stakeholders while high-priority requests and escalations are treated with utmost urgency.

Position Responsibilities

• Conduct periodic and real-time coaching sessions with employees which is aligned with Performance Management Process of GOC
• Ensure timely delivery of client and site business reporting deliverables with high level of accuracy and provide meaningful insights that drives call-to-action to stakeholders. This includes adept data analysis, scrubbing and solution-based approach.
• Manages workload-balancing between associates while client requests and escalations are attended and resolved according to required SLAs
• Ensure main KPIs, both GOC and Google-led OKRs are met consistently while ensuring roadblocks and challenges are being raised timely to respective action-owners
• Ensure regular governance and coordination between sites are conducted for process and metric reporting alignment

Qualifications
Minimum Qualifications

• Distinguished history of leadership. At least three years' experience managing personnel, 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. Able to 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 are impacting business and people.
• Highly Organized & Autonomous: Prioritizes critical tasks, ensures timely delivery of essential reports, and navigates ambiguity with a strong degree of independence.
• Global mindset. Has a global perspective in creating solutions.
• Flexible and collaborative. Able to adjust strategies, plans, and roles to effectively respond to changes

Preferred Qualifications

• GOC - Certification - DM Fundamentals
• GOC - Certification - Google Skillshop certifications (Network level)

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family 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: Google Operations Center (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 goc-candidate-