Process Excellence Manager

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 an Process Excellence Manager within the Innovation & Transformation Office (ITO), you will serve as an Executive Strategic Transformation Partner and Global Practice Leader. In this role, you are accountable for defining, architecting, and orchestrating enterprise-wide transformation agendas across global workflows and multi-regional business verticals, moving beyond traditional Process Excellence methodologies to rethink, reinvent, and redesign service models at massive scale.

You will bridge the gap between long-term global executive strategies and ground-level operational execution by fusing Lean Six Sigma discipline with AI-driven insights, cognitive automation, and digital innovation. Partnering directly with VP, and Director-level leadership across Google and GOC, you will lead multi-million dollar global charters to eliminate systemic vulnerabilities, elevate the end-to-end user experience, develop high-performing teams, and secure a lasting competitive advantage.

Position Responsibilities

• Enterprise Transformation Strategy & NorthStar Governance: Define, govern, and drive the multi-year "future-state" NorthStar operating model across global verticals and sites. Lead systemic change anchored on Operational Agility, Digital Transformation, and Industry Excellence.

• Next-Gen Service Excellence & CX Architecture: Champion the global Service Excellence framework, architecting friction-free agent and customer journeys to maximize user delight, eliminate customer friction, and maintain service delivery standards globally.

• Predictive Operations & Advanced Data Modeling: Drive the shift from reactive troubleshooting to predictive, proactive operations by integrating advanced quantitative telemetry, machine learning models, and Lean Six Sigma methodologies to eliminate process variation.

• Enterprise Resilience & Risk Safeguards: Architect global resilience and business continuity frameworks that proactively identify and eliminate systemic technical and process vulnerabilities, ensuring operational adaptability during high-stakes organizational pivots.

• Value Engineering & Strategic Industry Benchmarking: Act as an enterprise consultant, benchmarking internal workflows against global industry standards to align product synergies and unlock non-linear Value Engineering opportunities.

• Scalable AI & Intelligent Automation Roadmaps: Own the global portfolio strategy, business-case validation, and architecture for AI, GenAI, and cognitive automation integrations, accelerating the transition to self-healing operational ecosystems.

• Rapid Prototyping & MVP Incubation Leadership: Foster a "prototype-first" culture by guiding teams in incubating functional Proof-of-Concepts (PoCs) and Minimum Viable Products (MVPs) using GenAI tools, low-code/no-code platforms, and prompt engineering to accelerate time-to-value.

• Executive Orchestration & Global Alignment: Lead cross-functional alignment and governance across VP/Director-level stakeholders in Operations, Product, Engineering, Quality, and Account Management across multiple geographies.

• Executive Storytelling & Value Realization: Craft compelling narrative strategies and executive dashboards for Google and GOC senior leadership, translating complex operational metrics into measurable business value and ROI.

• People Leadership, Coaching & Capability Building: Directly manage, mentor, and inspire a high-performing team of Transformation Managers and Specialists. Build robust succession plans and champion enterprise-wide upskilling in AI-enabled process redesign and modern innovation frameworks.

Minimum Qualifications

• Education: Bachelor’s degree in Engineering, Business, Operations, or equivalent practical experience.

• Experience: 16+ years of overall experience in Service Sector / KPO / Global In-house Center operations, with a verified track record of leading large-scale Strategic, Digital, and Process Transformation programs.

• People Leadership: 6+ years of direct people management and experience leading large, matrixed, multi-regional transformation teams.

• Process Mastery: Certified Lean Six Sigma Black Belt (LSSBB) with demonstrated success embedding continuous improvement into AI-first operating models.

• Digital & AI Fluency: Proven track record of architecting and deploying digital solutions (GenAI workflow integrations, cognitive automation, RPA, Low-Code/No-Code architectures) at enterprise scale.

• Portfolio & Program Governance: Demonstrated success owning multi-million-dollar global transformation portfolios that deliver measurable ROI, operational resilience, and efficiency.

• Executive Influence: Exceptional executive presence with demonstrated success acting as a trusted advisor to VP/Director-level stakeholders.

Preferred Qualifications

• Master’s degree or MBA.

• Certified Lean Six Sigma Master Black Belt (LSS MBB) and advanced certifications in Agile, Scrum, or Design Thinking.

• Deep domain expertise in aligned business verticals (<Replace & Ads, Customer Finance, Legal, Marketing, Safety, Support Trust vertical: with> ).

• Experience overseeing hands-on incubation of functional AI MVPs and data architectures (e.g., Looker, BigQuery, Python/R, AppSheet).

• Exceptional ability to navigate organizational ambiguity, resolve cross-functional friction, and steer large ecosystems toward strategic transformation.

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.

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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.