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 the Digital Marketing & Research Team Lead, you are primarily responsible for overseeing, managing and evaluating the effectiveness of a workflows operations team.
Position Responsibilities
- Monitor and enable overall success of workflow service delivery
- Review performance data from the operations teams to evaluate the effectiveness of individual team members.
- Maintain overall accountability for the request fulfillment process for a specific workflow
- Ensure teams have all necessary resources to perform delivery work
- Review and analyze event management reports
- Drive process improvement initiatives in close co-ordination with process excellence and quality functions
- Lead the the deep-dive projects and be responsible for project prioritization and planning
- Lead projects focused on validating AI/ML models to ensure their accuracy and reliability.
- Assess the feasibility of proposed problem resolutions, including the resource availability and potential schedules; review and approve workarounds and resolutions
- Provide effective coordination with other departments in the analysis and resolution of problems
- Ensure adequate case evaluation and assignment to team members
- Responsible for case delivery SLAs and smooth workflow execution
Minimum Qualifications
- Excellent verbal and written English language skills
- Bachelor's degree from an accredited institution
- 7 years of business operations, BPO or other customer-service focused industry experience, with 2+ years of managerial experience
- 4+ Years of Digital Marketing Experience
Preferred Qualifications
- Demonstrated ability to be customer-oriented in handling communications and issues
- Experience of managing teams and complex workflows
- Experience/Understanding of Large Language Models and AI/ML Ops
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
At Google Operations Center, we don't just accept differences - 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.
