Process Excellence Senior Specialist - Growth Lab - Email (Hybrid)

Google Operations Center

25d•$92,000 - $110,000•Hybrid

About The Position

At Google Operations Center, we help Google users and customers solve problems and achieve their goals while fostering a culture of continuous improvement and collaboration. The Process Excellence Senior Specialist will lead an improvement agenda for their vertical, working closely with Senior Stakeholders, including Clients. This role is responsible for ensuring the smooth delivery of functional and vertical goals in alignment with the global level and charter agenda, which includes Optimization, Productivity Improvement, Customer Centricity, and Customer Experience Elevation. Through Continuous Improvement or Transformative ideas, the specialist will drive improvements in customer-facing metrics like CSAT, Quality, Turnaround Time, and Wait Time. For the organization, this role will enhance productivity, accuracy, quality, and resource utilization by employing LSS methodologies and building DNA within the organization.

Requirements

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.
Capable of applying problem solving LSS methodologies to propose corrective action plans, including root cause analysis and preventative measures proposal.
Capable of identifying Transformative Opportunities to bring in exponential Business Value.
Knowledge in Automation (RPA, ML, AI & cognitive is a plus).

Nice To Haves

Experience in procurement process and technologies (e.g system, procurement analysis tool, salesforce, buying hub) is an advantage.

Responsibilities

Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework; focusing on creating best-in-class user experience/ or customer delight.
Evaluate 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 in 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.
Be independent and sole owner of Process Excellence / Continuous Improvement for the site and act as change agent for each assigned improvement / Transformation.
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.
Coaches project team on required topics according to the specific needs of the process & Provide lean trainings to the team/and other members, where needed.
Represent GOC Site / Vertical aligned to in Business Reviews with GOC Leadership / Vertical Leadership.
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.
Stay abreast of industry trends and best practices in procurement and process excellence.