Workflow Management Team Lead - Customer Support - Policy (Shared)

GOC Philippines, Inc.; Manila; On-site; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Comprehensive health care (medical, 1)

Parental leave policies and family

Free meals and snacks onsite

Job summary

Google Operations Center in Manila is seeking a WorkFlow Management Team Lead to oversee day-to-day operations in the Policy team, ensuring KPIs are met and risks are raised to stakeholders with urgency.

You will coach employees, ensure timely reporting with meaningful insights, balance workloads, and coordinate governance across sites while maintaining a positive culture and adherence to policies.

Qualifications

• Strong leadership skills and experience managing associates.
• 3+ years' experience managing teams in digital marketing.
• Excellent communication, able to share insights clearly.
• Ability to simplify complex situations while balancing needs.
• Analytical skills to interpret data trends and inform plans.
• Excellent organizational skills and ability to prioritize.
• Flexible and collaborative, able to adapt to changes.
• Positive mindset and professional demeanor.

Responsibilities

• Coach employees through Performance Management processes.
• Ensure timely, accurate client and site reporting with insights.
• Balance workload among associates and meet SLAs.
• Track GOC and Google OKRs and escalate blockers.
• Coordinate governance between sites for reporting alignment.
• Manage time effectively and work independently using resources.

Skills

Leadership

People management

Communication skills

Analytical thinking

Organizational skills

Adaptability

Positive attitude

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! Google Ads Policy supports a healthy digital advertising ecosystem—one that is trustworthy and transparent, and works for users and advertisers. These policies are designed not only to abide by laws, but to ensure a safe and positive experience for our users. This means that our policies prohibit some content that we believe to be harmful to users and the overall advertising ecosystem. Ads undergo automated reviews and some human evaluation to ensure compliance with Google Ads policies. Our advertising policies cover four areas: Prohibited content: Content you can't advertise on the Google Network Prohibited practices: Things you can't do if you want to advertise with us Restricted content and services: Content you can advertise, but with limitations Editorial and technical: Quality standards for your ads, websites, and apps

The core work of the Policy team is to answer L1 consults and escalations related to Ads Policies. As WorkFlow Management Team Lead, you will primarily be responsible for overseeing, leading and managing day-to-day operations in the Policy team, ensuring all KPIs are met consistently month-on-month, risks and challenges are being raised timely to stakeholders while high-priority requests and escalations are treated with utmost urgency.

Position Responsibilities

• Conduct periodic and real-time coaching sessions with employees which is aligned with Performance Management Process of GOC
• Ensure timely delivery of client and site business reporting deliverables with high level of accuracy and provide meaningful insights that drives call-to-action to stakeholders. This includes adept data analysis, scrubbing and solution-based approach.
• Manages workload-balancing between associates while client requests and escalations are attended and resolved according to required SLAs
• Ensure main KPIs, both GOC and Google-led OKRs are met consistently while ensuring roadblocks and challenges are being raised timely to respective action-owners
• Ensure regular governance and coordination between sites are conducted for process and metric reporting alignment
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures

Minimum Qualifications

• Strong Leadership skills.
• At least three years' experience managing associates, with a focus on digital marketing platforms.
• Excellent Communication skills. Able to communicate business insights and plans to other GOCers in an open and 2-way style.
• Able to simplify hard-to-navigate situations while balancing business and people needs.
• Analytical Skills. Able to analyze, understand and create meaningful plans when looking at data points and trends that are impacting business and people.
• High Organizational Skills. Adept in prioritizing what is important and critical to business ensuring all business-essential reports and ad hoc are delivered on time.
• Flexible and collaborative. Able to adjust strategies, plans, and roles to effectively respond to changes
• Positive Mindset. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues

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

Information collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy.

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.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC is not responsible for any fees related to unsolicited resumes.

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.