Process Excellence Manager

GOC Philippines, Inc.; Manila; On-site; PHP 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Health care coverage (medical, dental,

Parental leave accommodations

Onsite meals and snacks

Job summary

Google Operations Center (GOC) in Manila seeks an Executive Transformation Leader to define enterprise-wide agendas, harness GenAI, and drive multi-regional programs. You will bridge global strategy with ground execution, leading Transformation Managers and Specialists in a high-impact, AI-enabled modernization effort.

Ideal candidates bring 16+ years in transformation, Lean Six Sigma Black Belt, and strong executive collaboration across VP/Director levels, shaping scalable, value-driven

Qualifications

• Bachelor’s degree in Engineering, Business, Operations, or equivalent practical experience.
• 16+ years of experience in global transformation programs.
• 6+ years leading multi-regional teams.
• Certified Lean Six Sigma Black Belt embedded in AI-first models.
• Experience deploying GenAI, cognitive automation, and RPA at scale.
• Proven multi-million-dollar portfolio governance and ROI delivery.
• Executive-level influence with VP/Director stakeholders.

Responsibilities

• Define and govern enterprise-wide transformation agendas across global verticals.
• Lead Service Excellence framework and AI-enabled CX architecture.
• Integrate predictive operations with data modeling and Lean Six Sigma.
• Architect resilience and risk safeguards for global operations.
• Benchmark workflows against global industry standards and unlock value.
• Own AI/GenAI and cognitive automation roadmaps across the portfolio.
• Foster MVP/incubation of GenAI-powered solutions and PoCs.
• Align stakeholders across geography and organizational functions.
• Craft executive dashboards translating metrics into ROI.
• Lead transformation teams with coaching and succession planning.

Education

Bachelor’s degree in Engineering, Business, Operations, or equivalent practical experience

16+ years of experience in Service Sector / KPO / Global In-house Center operations

6+ years of direct people management in multi-regional teams

Lean Six Sigma Black Belt (LSSBB)

Digital & AI fluency: GenAI, cognitive automation, RPA

Portfolio & program governance of multi-million-dollar transformations

Executive influence with VP/Director stakeholders

Tools

Looker

BigQuery

Python/R

AppSheet

Job description

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 Process Excellence Manager within the Innovation & Transformation Office (ITO), you will serve as an Executive Strategic Transformation Partner and Global Practice Leader. In this role, you are accountable for defining, architecting, and orchestrating enterprise-wide transformation agendas across global workflows and multi-regional business verticals, moving beyond traditional Process Excellence methodologies to rethink, reinvent, and redesign service models at massive scale. You will bridge the gap between long-term global executive strategies and ground-level operational execution by fusing Lean Six Sigma discipline with AI-driven insights, cognitive automation, and digital innovation. Partnering directly with VP, and Director-level leadership across Google and GOC, you will lead multi-million dollar global charters to eliminate systemic vulnerabilities, elevate the end-to-end user experience, develop high-performing teams, and secure a lasting competitive advantage.

Position Responsibilities

• Enterprise Transformation Strategy & NorthStar Governance: Define, govern, and drive the multi-year "future-state" NorthStar operating model across global verticals and sites. Lead systemic change anchored on Operational Agility, Digital Transformation, and Industry Excellence.
• Next-Gen Service Excellence & CX Architecture: Champion the global Service Excellence framework, architecting friction-free agent and customer journeys to maximize user delight, eliminate customer friction, and maintain service delivery standards globally.
• Predictive Operations & Advanced Data Modeling: Drive the shift from reactive troubleshooting to predictive, proactive operations by integrating advanced quantitative telemetry, machine learning models, and Lean Six Sigma methodologies to eliminate process variation.
• Enterprise Resilience & Risk Safeguards: Architect global resilience and business continuity frameworks that proactively identify and eliminate systemic technical and process vulnerabilities, ensuring operational adaptability during high-stakes organizational pivots.
• Value Engineering & Strategic Industry Benchmarking: Act as an enterprise consultant, benchmarking internal workflows against global industry standards to align product synergies and unlock non-linear Value Engineering opportunities.
• Scalable AI & Intelligent Automation Roadmaps: Own the global portfolio strategy, business-case validation, and architecture for AI, GenAI, and cognitive automation integrations, accelerating the transition to self-healing operational ecosystems.
• Rapid Prototyping & MVP Incubation Leadership: Foster a "prototype-first" culture by guiding teams in incubating functional Proof-of-Concepts (PoCs) and Minimum Viable Products (MVPs) using GenAI tools, low-code/no-code platforms, and prompt engineering to accelerate time-to-value.
• Executive Orchestration & Global Alignment: Lead cross-functional alignment and governance across VP/Director-level stakeholders in Operations, Product, Engineering, Quality, and Account Management across multiple geographies.
• Executive Storytelling & Value Realization: Craft compelling narrative strategies and executive dashboards for Google and GOC senior leadership, translating complex operational metrics into measurable business value and ROI.
• People Leadership, Coaching & Capability Building: Directly manage, mentor, and inspire a high-performing team of Transformation Managers and Specialists. Build robust succession plans and champion enterprise-wide upskilling in AI-enabled process redesign and modern innovation frameworks.

Minimum Qualifications

• Education: Bachelor’s degree in Engineering, Business, Operations, or equivalent practical experience.
• Experience: 16+ years of overall experience in Service Sector / KPO / Global In-house Center operations, with a verified track record of leading large-scale Strategic, Digital, and Process Transformation programs.
• People Leadership: 6+ years of direct people management and experience leading large, matrixed, multi-regional transformation teams.
• Process Mastery: Certified Lean Six Sigma Black Belt (LSSBB) with demonstrated success embedding continuous improvement into AI-first operating models.
• Digital & AI Fluency: Proven track record of architecting and deploying digital solutions (GenAI workflow integrations, cognitive automation, RPA, Low-Code/No-Code architectures) at enterprise scale.
• Portfolio & Program Governance: Demonstrated success owning multi-million-dollar global transformation portfolios that deliver measurable ROI, operational resilience, and efficiency.
• Executive Influence: Exceptional executive presence with demonstrated success acting as a trusted advisor to VP/Director-level stakeholders.

Preferred Qualifications

• Master’s degree or MBA.
• Certified Lean Six Sigma Master Black Belt (LSS MBB) and advanced certifications in Agile, Scrum, or Design Thinking.
• Deep domain expertise in aligned business verticals ( ).
• Experience overseeing hands-on incubation of functional AI MVPs and data architectures (e.g., Looker, BigQuery, Python/R, AppSheet).
• Exceptional ability to navigate organizational ambiguity, resolve cross-functional friction, and steer large ecosystems toward strategic transformation.

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.

Join us in building something special at GOC, where we’re creating the best possible journey for our customers and employees. Google Operations Center is a unique company of problem-solvers, partnering with Google to provide support to their users and customers. We believe an amazing customer experience begins with an amazing culture, and we help you be your best through leadership that listens, a culture of growth, and resources for wellbeing. With locations from North America to Asia, we hope you’ll explore opportunities in your corner of the world.