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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 a Process Excellence Senior Specialist within the Innovation & Transformation Office (ITO), you will serve as a Strategic Innovation Partner—moving beyond traditional Process Excellence methodologies to rethink, reinvent, and redesign service models at scale.
In this role, you are the architect of your vertical’s improvement agenda. You will bridge the gap between global strategic goals and ground-level execution by blending the analytical discipline of Lean Six Sigma with the cutting-edge potential of AI-driven insights to unlock untapped value and develop a lasting competitive advantage for GOC. Partnering closely with key stakeholders, you will lead high-impact charters focused on optimization, productivity, customer experience elevation and business impact , ultimately turning operational challenges into a lasting competitive advantage
Position Responsibilities
Strategic Transformation: Serve as a Transformation Lead for your aligned workflow, to design and deliver a long-term "future-state" or “NorthStar” operating model. You will drive systemic change through three pillars: Operational Agility, Digital Transformation, and Industry Excellence.
Service Excellence & User Experience: Spearhead the customer experience agenda by developing best-in-class service models. You will identify key leverage points in the user journey to elevate customer satisfaction and ensure global consistency in service delivery.
Data-Driven Analysis: You will use quantitative data mining and Lean Six Sigma methodologies to re-baseline metrics, reduce process variation, and ensure alignment with global business impact goals and Identifying / implementing data modeling to shift from reactive to proactive operations.
Resilience & Risk Mitigation: Proactively detect and eliminate systemic process and technical vulnerabilities. You will design resilience frameworks that safeguard operations while maintaining the agility to pivot during organizational shifts.
Market & Industry Benchmarking: Redefine internal workflows to meet or exceed industry standards. You will perform external research and benchmarking to align product synergy with global best practices, ensuring GOC remains at the forefront of operational excellence.
Scalable AI & Automation Integration: Identify and design requirements for AI-driven solutions or automation opportunities to optimize high-impact workflows. You will focus on achieving large-scale efficiency
Rapid Prototyping & MVP Development: Shift from a "documentation-first" to a "prototype-first" mindset. You will build functional Minimum Viable Products (MVPs) and proof-of-concepts using generative AI, no-code tools to accelerate solution delivery.
Stakeholder & Global Orchestration: Partner with cross-functional teams (Operations, Technology, Quality, Stakeholders , and Account Management) to lead the transformation agenda. You will support global projects, and enable the sharing of best practices across regions.
Executive Storytelling & Influence: Uplevel the narration of complex operational issues for senior leadership. You will create "impact stories" that clearly link opportunities to strategic business value to gain stakeholder buy-in.
Capability Building: Provide mentorship/training on Lean principles and modern innovation methodologies to elevate the overall capability of the operations and site-level teams.
Minimum Qualifications
Education: Bachelor’s degree or equivalent practical experience.
Experience: 8+ years of experience in Service Sector operations, with a verified track record in Strategic Transformation, Digital Transformation or Process Excellence.
Process Mastery/Lean Six Sigma Certification: Lean Six Sigma Certification (Green Belt) with a proven ability to integrate traditional LSS discipline with modern, AI-first operating models.
Tech-Forward Innovation & Digital Fluency: Knowledge of the existing and emerging technology landscape (e.g., RPA, Low-code/No-code platforms, Automation tools) combined with a Proficiency in Prompting and using GenAI for daily workflow analysis.
Stakeholder Influence: Demonstrated experience building high-trust relationships and influencing senior stakeholders to prioritize and execute complex, global projects.
Change Champions: Proven ability to Identify / Lead end-to-end innovation —from initial strategy to operational implementation—during high-stakes organizational shifts for large-scale, global project(s) that deliver measurable ROI.
Analytical Rigor: Ability to translate complex datasets into prescriptive business recommendations and high-level 'impact stories' for executive decision-making.
Preferred Qualifications
AI & Digital Fluency: Demonstrated experience building Prototypes , functional MVPs or automating end-to-end workflows using no-code/AI tools.
Strategic Value Engineering: Deep domain knowledge in a specific vertical <Replace with specific vertical Ads, Marketing, Legal> with the ability to identify “Industry Benchmarking” & "Value Engineering" opportunities that drive exponential business impact
Ambiguity Management: Exceptional ability to navigate highly ambiguous environments and manage complexity while maintaining a focus on large-scale transformative opportunities.
Certified Lean Six Sigma Black Belt (CLSSBB) preferred.
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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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.