Join Us!
Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As a
Workflow management manager - gTech Ads CS, you will lead the team of people managers and their teams within the gTech Ads ecosystem. Your team will be responsible to uphold the highest standards of Customer experience for Google's customers. You as a leader will be accountable for challenging the status quo and continue to improvise the existing processes and build strategies keeping the customer experience as a key focus area. Your people leadership must be aligned with GOC Culture and Values.
The CS teams work on both internal and external (client/Advertiser/Account Manager facing) products like AdWords (Search, Video, Apps, Mobile, Shopping, Display) and Analytics (web analytics to measure Pay Per Click Return On Investment) and the Google Platforms that supports and launches the ads products, providing support to client and Advertisers/clients directly on campaign performance-related issues. Your team will also partner with Google and GOC teams on cross product and cross service requirements to ensure the Customer request is taken care of with minimal hops and higher CX.
Position Responsibilities:
Operations:
- Ensure that team is meeting the business goals and metrics aligned for them
- Manage teams and Team Leads and align them with business priorities and goals
- Ensure 100% process adherence by all team members
- Ensure timely skill updates are planned for the team based on business requirements
- Ensure team availability is planned as per business requirements
- Develop and implement process solutions to improve operational efficiency.
- Identify risks and issues in business processes and systems and proactively mitigate them
- Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements.
- Take the lead on client facing engagements and support the team in delivering actions, pilots et
- Build strategy and governance with business stakeholders to communicate performance and plan for future
- Develop insights and recommendations for business value transformation
- Partner with HIVE on forecast models for capacity planning
People Management:
- Manage a team of 50+ people including People managers
- Live by GOC values, demonstrate & drive GOC code of conduct and inculcate the culture of inclusiveness and transparency in the team
- Ensure goal settings is done for all team members in a timely manner and performance management process is adhered to
- Ensure performance feedback is provided & documented monthly to all team members
- Set key performance indicators (KPIs) to measure success.
- Plan and allocate resources to effectively staff and achieve the work to meet workflow goals.
Required Skills:
- Bachelor's Degree in Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications / Commerce / Information Technology
- Overall 12-16 years of Operations experience in Service Industry, preferably 6+ years Digital Marketing experience and 5+ years of people management experience
- Good knowledge in Google products like Adwords, Google Tag Manager, Google Analytics and Campaigns
- Knowledge in tag implementation for effective conversion tracking,e-commerce, dynamic remarketing.
- Excellent communication (written & verbal) is mandatory
- Strategic thinking and ability to implement agile strategies within the teams
Benefits
- We support you with competitive wages and 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
- We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At Google Operations Center, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
