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:

• Process and Customer Experience Leadership: Spearhead Service Excellence and Customer Experience initiatives, acting as a change agent to design, develop, and deploy frameworks focused on achieving customer delight.
• Performance Optimization: Collaborate with Operations to establish performance standards, set improvement goals, and design processes that reduce variation and attain desired business metrics.
• Process Analysis and Design: Evaluate current-state and future-state processes (using tools like value stream maps and journey maps) to identify gaps, opportunities, and design optimal End-State Processes.
• Strategic Consulting & Benchmarking: Act as an internal consultant, using deep industry expertise in Enterprise or Workforce management to benchmark current processes and shape future business strategies.
• Cross-Functional Collaboration & Transformation: Work with leadership and business verticals to create and deliver on a Continuous Improvement (CI) and Transformation agenda, collaborating globally and securing buy-in from cross-functional teams without direct authority.
• Team Leadership and Capability Building: Serve as a People Manager for a team, providing coaching, feedback, and mentorship, while also building organizational capability to sustain a culture of continuous improvement through training.

Qualifications
Minimum Qualifications:

• 12+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence. Ability to manage multiple projects simultaneously in a fast-paced environment.
• 3+ years of people management experience, with a strong ability to manage and influence teams, even in a matrixed or non-reporting structure.
• 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
• Strong communication and presentation skills, with the ability to influence and persuade at all levels. Capable of identifying large scale Transformative Opportunities to bring in exponential Business Value and developing strategy, planning, leading, and implementing global projects.
• Exceptional analytical and problem-solving skills. Expertise in data analysis tools (e.g., Minitab, Power BI). 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.

Preferred Qualifications
Preferred Qualifications:

• Knowledge in Automation (RPA, ML, AI & cognitive is a plus)

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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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.

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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-