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Private Jobs / Private Sector
Google Hiring for Process Excellence Consultant, Operations & Practices, gCare at Hyderābād Full Time
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in program management either in-house or at consulting agencies.
Preferred qualifications:
- Experience in identifying and implementing solutions to scale support operations (e.g., help center contact flows, in-product help, troubleshooters, etc.).
- Experience in driving change and innovation to process and people on a global scale, around complex operational and strategic cross-functional initiatives.
- Knowledge of Google’s Ads products, processes and tools (e.g., how do the needs and processes change as you sell/support large vs small advertisers in a global, multi-location, multi-language, multi-product environment with Googlers and Vendors, etc.).
About the job
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it’s our job to help keep the lights on and the ads fresh.
The gTech Customer Experience, (gCare team) is responsible for all customer support and services across Google’s entire Ad products stack. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, implementing ad campaigns and providing media solutions for customers business and marketing needs. These solutions range from the bespoke for certain customers to scalable support for customers worldwide. We partner with Sales, Product and Engineering teams to develop better solutions, tools and services to improve our products and enhance our client experience.
As a Process Excellence Consultant, you will be working with a cross-functional group that specializes in creating the smoothest experience for our internal customers and our advertisers while scaling new ideas into programs.
Google 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
- Manage process excellence initiatives from the idealization stage to implementation across marketing operations teams.
- Improve the lives of customers and partners; make an impact on our business or team.
- Map global issue type customer care workflows (e.g.,customer touch points, tools, processes, stakeholders, inputs/outputs, regional differences, etc.).
- Design and optimize processes from current state, to future state to ensure more customer centricity and drive implementation of new processes and ideas with stakeholders to fruition.
- Develop systems to proactively identify issues before they are raised by stakeholders and partner closely with gCare leadership and cross functional stakeholders.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. 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. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.