Process Excellence Manager

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 Global Process Excellence Manager you will serve as a key driver of strategic change, leading organizational transformation and innovation across a global platform. You will work directly with executive leadership at Google Operations Center & Google to shape the future of our operations and positively impact our team, internal clients, our millions of advertisers and customers. Your mandate is to foster an innovation-first culture and deliver a transformational agenda that redefines our processes. By combining the leadership skills with deep industry knowledge, enable transformative improvements in processes, productivity, customer experience, and business impact

Responsibilities
Position Responsibilities:

• Being in Industry Expertise & Strategy to act as an internal consultant, leveraging deep knowledge of industry trends and best practices to benchmark current processes and shape future strategies. Apply expertise in to tailor solutions that address unique challenges and opportunities.
• Spearheading Process Excellence / Customer Experience by designing, developing and deploying Service Excellence framework; focussing on creating best in class user experience/ or customer delight and act as change agent for each assigned improvement / Transformation
• Assist the Operations teams is establishing the right business performance standards, set the right improvement goals in each step and collaborate with operations on designing the process to attain such metrics, reduce variation in critical business processes
• Evaluate current and to-be-transitioned processes including flow chart, value stream maps, performance metrics, Systems and tools , Customer Journey and touch points, Agent Journey to determine Gaps, Opportunities and Design End State Process with Optimal performance & Leads handover process and documentation to Operation
• Work collaboratively with the leadership team, Portfolio Owner , Business Verticals & their Leadership team to understand goals and objectives related to the user experience needs, create Continuous improvement (CI) and Transformation agenda and deliver on it
• Build relationships with other regions and Global teams in order to support identification, review, prioritization and execution of key opportunities across Sites / Verticals
• Coaches project team on required topics according to the specific needs of the process & Provide lean trainings to the team/and other members, where needed
• Represent GOC Site / Vertical aligned to in Business Reviews with GOC Leadership / Vertical Leadership
• Be a single point of contact for the site aligned to manage & collaborate effectively with cross-functional teams, including senior leadership, and operations, to secure buy-in and ensure successful project implementation. Influence and guide large teams without direct authority, building strong relationships and fostering a shared vision for change.
• Build capability within the organization to sustain a culture of continuous improvement, providing mentorship and training to a broad audience.
• Responsible for a team of GOCers as their People Manager. Guide the team to achieve desired business results by driving performance, conveying goals, providing frequent coaching and feedback. Be a people mentor and build succession plans at all levels

Minimum Qualifications

• 12+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence in KPO environment, specifically Tech Processes
• 3+ years of people management experience
• Experience with Lean tools such as value stream mapping, 5S, standard work, 5 Why Analysis, etc & LSS certification - Green or Black belt and application of Lean Tools customized for Tech Processes
• Capable of identifying large scale Transformative Opportunities to bring in exponential Business Value and developing strategy, planning, leading, and implementing global projects.
• Experience analyzing and interpreting datasets to formulate insights and present for executive review.
• Demonstrable expertise in , with a track record of applying industry best practices to drive change.
• Extensive experience in a people-facing role, with a strong ability to manage and influence teams, even in a matrixed or non-reporting structure.
• Knowledge in Automation (RPA, ML, AI & cognitive is a plus)

Preferred Qualifications

• Exceptional analytical and problem-solving skills.
• Strong communication and presentation skills, with the ability to influence and persuade at all levels.
• Expertise in data analysis tools (e.g., Minitab, Power BI).
• Ability to manage multiple projects simultaneously in a fast-paced environment.

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

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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-