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

Google Operations Center; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive pay

Health care coverage (medical, dental,

Vision coverage

Job summary

Google Operations Center in Manila seeks a Policy Team Lead to guide data-driven coaching and ensure accurate client and site reporting. You will drive insights, coordinate performance metrics, and align cross-site governance in a collaborative environment.

The role emphasizes leadership, analytical thinking, and a proactive approach to sustaining high-quality policies and processes across Google Ads operations.

Qualifications

• Leadership experience managing associates on digital platforms

Responsibilities

• Conduct periodic and real-time coaching sessions with employees aligned with Performance Management Process of GOC
• Ensure timely delivery of client and site business reporting deliverables with high accuracy and insights that drive actions
• Manage workload-balancing between associates while handling client requests and escalations per SLAs
• Maintain main KPIs and OKRs for GOC and Google, raising roadblocks to owners promptly
• Coordinate governance between sites for process and metric reporting alignment
• Demonstrate time-management and independence using departmental resources and procedures

Skills

Leadership

Communication

Analytical

Organizational

Adaptable

Positive mindset

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!

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.

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

Qualifications

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

Preferred Qualifications

• Google Ads - Policy

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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