Process Excellence Senior Specialist - Process Excellence

Google Operations Center

2d • Onsite

About The Position

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! The Process Excellence Senior Specialist will be responsible to lead an improvement agenda for the vertical and work closely with Stakeholders, including Clients. S/he is responsible to ensure smooth delivery of functional and vertical goals in alignment with the global level and charter agenda that covers: Optimization, Productivity Improvement, Customer centricity, Customer experience elevation and business impact through Lean Six Sigma and other relevant methodologies Position Responsibilities: Spearheading Customer Experience by developing and deploying Service Excellence framework; focusing on creating best in class user experience/ or customer delight Identifying key opportunities, leverage points and expectations in the user journey experience to achieve Customer Satisfaction. Setting performance standards to meet the service goals by tracking and evaluating team performance against key operating metrics in Balanced Scorecard using Quantitative Data Mining to re baseline metrics to reduce variation in critical business processes Sustaining a positive environment where the customer service team displays high levels of motivation and excellent team spirit through effective engagement efforts and Ramp schemes Align with Portfolio Owner to create the continuous improvement (CI) agenda and deliver on it by designing and executing new capability “build” programs to elevate Customer experience using established tools and framework Build relationships with other regions and Global team resources in order to support identification, review, prioritization and execution of key opportunities Enable creation of knowledge assets from Projects & setup best practice sharing Provide lean training to the team/and other members, if required Handle site level initiatives along with the projects of aligned verticals Manage cross site projects

Requirements

• Bachelor’s degree
• 6+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence
• Min 2 years of Continuous improvement experience in MarketingLean Six Sigma certified and ability to showcase applicability of LSS processes
• Experiences in managing multiple projects
• Building relationships & being able to influence stakeholders in prioritizing / executing projects
• Lead Change management with Stakeholders and operations on implementing the improved process
• Ability to manage complexity and navigate through ambiguous situations while identifying / executing a project

Responsibilities

• Spearheading Customer Experience by developing and deploying Service Excellence framework; focusing on creating best in class user experience/ or customer delight
• Identifying key opportunities, leverage points and expectations in the user journey experience to achieve Customer Satisfaction.
• Setting performance standards to meet the service goals by tracking and evaluating team performance against key operating metrics in Balanced Scorecard using Quantitative Data Mining to re baseline metrics to reduce variation in critical business processes
• Sustaining a positive environment where the customer service team displays high levels of motivation and excellent team spirit through effective engagement efforts and Ramp schemes
• Align with Portfolio Owner to create the continuous improvement (CI) agenda and deliver on it by designing and executing new capability “build” programs to elevate Customer experience using established tools and framework
• Build relationships with other regions and Global team resources in order to support identification, review, prioritization and execution of key opportunities
• Enable creation of knowledge assets from Projects & setup best practice sharing
• Provide lean training to the team/and other members, if required
• Handle site level initiatives along with the projects of aligned verticals
• Manage cross site projects

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
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees