Senior Process Excellence Lead – Transform CX
Google Operations Center
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Benefits offered by this job
Job summary
Google Operations Center seeks a Process Excellence Senior Specialist to lead improvement initiatives across sites, focusing on customer experience and operational excellence. You will drive service excellence, map processes, identify gaps, and push transformative opportunities using Lean and LSS methodologies, collaborating with senior stakeholders and global teams.
Responsibilities include end-to-end process design, metrics, and documentation while leveraging automation opportunities and
Qualifications
- 7–10+ years in Process Transformation and Operational Excellence in BPO or similar
- Lean tools like value stream mapping, 5S, standard work, 5 Why Analysis
- LSS certification – Green or Black belt preferred
- Experience identifying transformative opportunities and automation opportunities
Responsibilities
- Lead Process Excellence and Customer Experience initiatives
- Analyze current and future processes and map gaps and opportunities
- Set performance standards and design processes to reduce variation
- Own CI/transformation agendas and act as change agent
- Collaborate with leadership to align user experience with business value
- Coordinate with global teams to prioritize opportunities and drive execution
Skills
Tools
Job description
Google Operations Center seeks a Process Excellence Senior Specialist to lead improvement initiatives across sites, focusing on customer experience and operational excellence. You will drive service excellence, map processes, identify gaps, and push transformative opportunities using Lean and LSS methodologies, collaborating with senior stakeholders and global teams.
Responsibilities include end-to-end process design, metrics, and documentation while leveraging automation opportunities and
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