Google Operations Center
Process Excellence Senior Specialist - Growth Lab - Email (Hybrid)
US-SVQ-AIRWY5665, USA · Senior · Full-time
Sponsorship not specified$92k-$110kDetected 79 days ago
Machine LearningSalesforceProcurementLeadershipProblem Solving
About the role
- We work hard, we play hard, and we want you to join us!
- Our salary ranges are determined by role and level.
- Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training.
Responsibilities
- Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework
- Evaluate current current and to-be-transitioned processes including flow chart, value stream maps, performance metrics, Systems and tools, Customer Journey, Agent Journey to determine Gaps, Opportunities and optimize process performance & Leads handover process and documentation to Operation
- Assist the teams is establishing the right business performance standards, set the right improvement goals in each step and collaborate with operations on designing the process to attain such metrics, reduce variation in critical business processes
- Act as the liaison between relevant stakeholders to help them determine appropriate synergies and document dependencies, dates, schedules, project owners and linkages that are critical for the success of transformation activities.
- Work collaboratively with the leadership team, Portfolio Owner, Business Verticals & their Leadership team to understand goals and objectives related to the user experience needs, create Continuous improvement (CI) agenda and deliver on it by designing and executing programs to bring Transformational Opportunities, Elevate Customer experience and deliver Business Values using established tools and framework
- Build relationships with other regions and Global teams in order to support identification, review, prioritization and execution of key opportunities across Sites / Verticals
- Understanding of new age trends on Technology and be able to identify processes that can be automated and deliver on the same by working closely with the development team
- Continuously seek opportunities to improve procurement processes and drive best practices
- Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework; focussing on creating best in class user experience/ or customer delight
- The Process Excellence Senior Specialist will be responsible to lead an improvement agenda for the vertical and work closely with Senior Stakeholders, including Clients.
Requirements
- 10+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence in BPO environment
- Experience with Lean tools such as value stream mapping, 5S, standard work, 5 Why Analysis, etc & LSS certification
- Experience in procurement process and technologies (e.g system, procurement analysis tool, salesforce, buying hub) is an advantage
- 7 - 10+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence in BPO environment
- Experience with Lean tools such as value stream mapping, 5S, standard work, 5 Why Analysis, etc & LSS certification - Green or Black belt
- To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.
Nice to have
- Knowledge in Automation (RPA, ML, AI & cognitive is a plus)
Compensation
- Our salary ranges are determined by role and level.
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, 24-26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- The base salary range for this full-time position is $92,000 - $110,000 + bonus + benefits.
- Please note that the compensation details listed in this role posting reflect the base salary only, and do not include bonus or benefits.
- Some benefits information is included in this job description, and your recruiter can share more about the specific salary range and benefits for this position during the hiring process.
Company info
- 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.
Visa & Work Authorization
- ment 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 protec
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This listing is sourced directly from Google Operations Center's careers page and normalized into a canonical job model.