Process Excellence Manager

Google Operations Center; Taguig; On-site; PHP 2,000,000 - 3,500,000; Full time

Benefits offered by this job

Health care coverage

Parental leave

Onsite meals and experiences

Job summary

Google Operations Center in the Philippines seeks a seasoned Process Excellence Manager to define, architect, and orchestrate enterprise-wide transformation agendas across global workflows and multi-regional verticals.

You will fuse Lean Six Sigma with AI-driven insights, lead multi-million dollar charters, and build high-performing teams to elevate user experience and ROI.

Qualifications

• 16+ years in service sector/global ops with leading transformation programs.
• 6+ years of direct people management in multi-regional teams.
• Certified Lean Six Sigma Black Belt and evidence of embedding CI into AI-first models.
• Experience architecting GenAI, cognitive automation, and enterprise-scale digital solutions.
• Proven governance of multi-million-dollar transformation portfolios and ROI delivery.

Responsibilities

• Define and govern multi-year transformation models across global verticals and sites.
• Champion global Service Excellence and CX architecture to maximize user delight.
• Drive predictive operations by integrating AI, telemetry, and Lean Six Sigma.
• Architect resilience and risk safeguards for business continuity across regions.
• Lead AI/automation roadmaps and incubation of GenAI MVPs for value realization.
• Mentor teams and build enterprise capabilities in AI-enabled process redesign.

Skills

People leadership

Executive presence

Process transformation

Digital & AI fluency

Portfolio & program governance

Executive stakeholder management

Education

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

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!

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 an 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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