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

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!

As the Workflow Management Team Lead, you’ll be responsible for overseeing, managing, and evaluating the effectiveness of a workflow operations team.

Position Responsibilities

• Improve metrics, and motivate teams to continue to reach and surpass KRA’s/KPI’s

• Drive initiatives to meet SLAs on business metrics like Escalations, Customer Sentiment scores, Quality, Timeliness, Consult reductions 

• Compile and report weekly, monthly and quarterly metrics. These reports are shared with the stakeholders & Internal teams to evaluate performance and with associates for training and improvement.

• Coordinate with Internal/External stakeholders/ managers to set KRA’s, share feedback, and implement changes

• Hold 1:1 meeting with each individual team member to discuss performance along with work related and non-work related issues

• Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures

• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.

Minimum Qualifications

• Client service mindset: ability to make decisions in the best interests of clients

• Strong reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues

• Continuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate. 

• Comfort with ambiguity: in cases not covered by documented workflows/instructions, ability to make appropriate decisions.

• Highly responsive and productive under time pressure: able to consistently deal with multiple tasks assigned to him/her and prioritize work accordingly

• Learning ability: curiosity to continuously keep learning and keep oneself updated with ongoing changes in the product

Preferred Qualifications

• Digital Marketing Fundamentals - Skillshop

• Google Skillshop certifications (Search, Measurement)

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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Google Operations Center (GOC) is committed to equal employment 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 protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.