Tech Process Lead, Ads Operations & CX

Google Operations Center; Pastrana; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Health coverage and benefits

Family leave policies

Onsite meals and perks

Job summary

Google Operations Center is seeking a Tech Process Team Lead for gTech Ads ORION to coordinate a high-performing team across regions, drive KPI attainment, and partner with Engg, CoE and gAE to implement process improvements.

You will oversee metrics reporting, stakeholder communication, and continuous improvement initiatives while maintaining a strong customer-centric mindset and ownership of product/process issues.

Qualifications

• Bachelor’s Degree in Arts/ Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications etc.
• Overall 9+ years of Operations experience in Service Industry, preferably 3+ years Digital Marketing
• Knowledge in Google Ads products including Search, Display, Video, Shopping, Mobile, Tag Manager, Google Analytics and Google Marketing Platforms
• Customer First mindset: ability to make decisions in the best interests of customers as well as people
• Strong reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues
• Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate.
• Comfort with ambiguity: ability to make appropriate decisions in cases not covered by documented workflows/instructions.
• Learning ability: curiosity to continuously keep learning and keep oneself updated with ongoing changes in the product and AI solutions.

Responsibilities

• Lead a specialized team of product experts for 1 or more PAs that is segment agnostic [PTGSB]
• Establishing and maintaining a consistent flow of work for the Product & process alongside ongoing governance and updates to stakeholders
• Improve metrics, and drive the teams to improve continuously to meet and surpass KPIs/ SLAs
• Drive initiatives to meet business metrics like Productivity timeliness, Consult Quality et
• Compile and report weekly, monthly and quarterly metrics. These reports are shared with the leadership team to evaluate performance and with associates for training and improvement.
• Coordinate with Internal Stakeholders (Engg, CoE, and gAE teams) to set KPIs, share feedback, and implement changes
• Help the team navigate complex, non-linear problem-solving where standard procedures do not exist and hold a high customer centric mindset
• Oversee the smooth functioning of all activities related to product, people, Process & customers issues
• Implement & Operational Strategies by partnering with SDMs, cohort leads & Ops managers
• Lead weekly region/cohort meeting with SDMs & GOC stakeholders
• Collaborate actively with other Product Areas and cross-vertical Leads, operations managers, and business analysts; sharing best practices and replicating successes within the Product
• Lead Daily/weekly reviews to ensure key initiatives are on track and maintain trackers and documentation up-to date
• Hold 1:1 meeting with each individual team member to discuss performance along with work related and non-work related issues on a monthly basis
• Communicate risks and challenges to business stakeholders and present recommended solutions.
• Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Demonstrate GOC values and adhere to all internal processes and policies, and drive the same with the team

Skills

Customer-first mindset

Analytical thinking

Continuous improvement

Ambiguity tolerance

Learning agility

Education

Bachelor’s degree

Tools

Google Ads products knowledge

Job description

Google Operations Center is seeking a Tech Process Team Lead for gTech Ads ORION to coordinate a high-performing team across regions, drive KPI attainment, and partner with Engg, CoE and gAE to implement process improvements.

You will oversee metrics reporting, stakeholder communication, and continuous improvement initiatives while maintaining a strong customer-centric mindset and ownership of product/process issues.