Process Excellence Consultant
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role.
Preferred qualifications:
- Master's degree in a relevant field.
- Experience working in complex, matrixed organizations at global scale and reach.
- Experience with process mapping and business process modeling tools (e.g., Visio, Lucidchart), and with data visualization tools.
- Understanding of Google Ads products and support processes.
- Ability to convey technical concepts and adapt your message to different audiences, interpret data, generate actionable insights, and to drive innovation and think creatively about process solutions.
- Excellent investigative, problem-solving, communication, and presentation skills.
About the job
In this role, you will serve business partners across gTech Ads, working with them in three key areas of process development, process improvement and quality assurance. You will design and develop workflows with lean applications for optimal utilization of resources. You will systematically identify and implement changes to streamline existing processes. You will establish future ready and customer first principles to reduce customer delivery errorsGoogle creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.To learn more about gTech, check out our video.
Responsibilities
- Conduct thorough assessments of existing gTech Ads processes, identify inefficiencies, bottlenecks, and areas for improvement.
- Design and develop optimized processes, workflows, and tools that align with business objectives, improve operational efficiency, and enhance the customer experience.
- Lead and manage complex process improvement projects from initiation to closure, including defining scope, develop project plans, manage stakeholders, mitigating risks, and ensure timely delivery.
- Partner closely with cross-functional teams including, Tech and Media delivery, Customer support, Vendor partners and sales operations to understand their needs, gather requirements, and drive consensus on process changes.
- Develop and execute change management strategies to ensure successful adoption of new processes and tools, including communication, training, and ongoing support. Define key performance indicators (KPIs) to measure the impact of process improvements, monitor performance, and identify opportunities for further optimization.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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