Workflow Management Team Lead - Customer Support - Billing (Shared)

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 Workflow Management Team Lead, you will primarily be responsible for overseeing, leading and managing day-to-day operations in Billing (consults and escalations) team, ensuring all KPIs are met consistently month-on-month, risks and challenges are being raised timely to stakeholders while high-priority requests and escalations are treated with utmost urgency.

Position Responsibilities

• Conduct periodic and real-time coaching sessions with employees which is aligned with Performance Management Process of GOC
• Ensure timely delivery of client and site business reporting deliverables with high level of accuracy and provide meaningful insights that drives call-to-action to stakeholders. This includes adept data analysis, scrubbing and solution-based approach.
• Manages workload-balancing between associates while client requests and escalations are attended and resolved according to required SLAs
• Ensure main KPIs, both GOC and Google-led OKRs are met consistently while ensuring roadblocks and challenges are being raised timely to respective action-owners
• Ensure regular governance and coordination between sites are conducted for process and metric reporting alignment
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
  
  

Qualifications

Minimum Qualifications

• Strong Leadership skills. At least three years' experience managing associates, with a focus on digital marketing platforms.
• Excellent Communication skills. Able to communicate business insights and plans to other GOCers in an open and 2-way style. Able to simplify hard-to-navigate situations while balancing business and people needs.
• Analytical Skills. Able to analyze, understand and create meaningful plans when looking at data points and trends that are impacting business and people.
• High Organizational Skills. Adept in prioritizing what is important and critical to business ensuring all business-essential reports and ad hoc are delivered on time.
• Flexible and collaborative. Able to adjust strategies, plans, and roles to effectively respond to changes
• Positive Mindset. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
  
  

Preferred Qualifications

Preferred Qualifications

• Google Ads Certification - Billing
  
  

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.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC is not responsible for any fees related to unsolicited resumes.

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 [email protected].