Job Title: Continuous Improvement and/or Process Excellence Senior Specialist

Location: Hyderabad/Gurgaon/US/MNL

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.

The Process Excellence Senior Specialist will be responsible to lead an improvement agenda for
the vertical and work closely with Senior Stakeholders, including Clients. S/he is responsible to
ensure smooth delivery on functional and vertical goals of the site in alignment with the global
level and charter agenda that covers: Optimization, Productivity Improvement, Customer
centricity, Customer experience elevation. Through Continuous Improvement or Transformative
ideas, drive improvements to all customer facing metrics like CSAT, Quality, Turn around time,
wait time and for the organization enhance productivity, Accuracy, Quality and Resource
Utilization by using LSS methodologies & DNA building within the Organization.

Position Responsibilities

● Spearheading Process Excellence / Customer Experience by developing and deploying

Service Excellence framework; focussing on creating best in class user experience/ or
customer delight
● Evaluate current current and to-be-transitioned processes including flow chart, value
stream maps, performance metrics, Systems and tools , Customer Journey, Agent
Journey to determine Gaps, Opportunities and optimize process performance & Leads
handover process and documentation to Operation
● Assist the teams is establishing the right business performance standards, set the right
improvement goals in each step and collaborate with operations on designing the
process to attain such metrics, reduce variation in critical business processes
● Be independent and sole owner of Process Excellence / Continuous Improvement for the
site and act as change agent for each assigned improvement / Transformation
● Act as the liaison between relevant stakeholders to help them determine appropriate
synergies and document dependencies, dates, schedules, project owners and linkages
that are critical for the success of transformation activities.
● Work collaboratively with the leadership team, Portfolio Owner , Business Verticals &
their Leadership team to understand goals and objectives related to the user experience
needs, create Continuous improvement (CI) agenda and deliver on it by designing and
 executing programs to bring Transformational Opportunities , Elevate Customer
experience and deliver Business Values using established tools and framework
● Build relationships with other regions and Global teams in order to support identification,
review, prioritization and execution of key opportunities across Sites / Verticals
● Coaches project team on required topics according to the specific needs of the process
& Provide lean trainings to the team/and other members, where needed
● Represent GOC Site / Vertical aligned to in Business Reviews with GOC Leadership /
Vertical Leadership
● Understanding of new age trends on Technology and be able to identify processes that
can be automated and deliver on the same by working closely with the development
team

Minimum Qualifications

● 7 - 10+ yrs of overall Service Sector experience with expertise in Process Transformation
and Operational Excellence in BPO environment
● Experience with Lean tools such as value stream mapping, 5S, standard work, 5 Why
Analysis, etc & LSS certification - Green or Black belt
● Capable of applying problem solving LSS methodologies to propose corrective action
plans, including root cause analysis and preventative measures proposal
● Capable of identifying Transformative Opportunities to bring in exponential Business
Value
● Knowledge in Automation (RPA, ML, AI & cognitive is a plus)

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, 26 week birth-parent
maternity leave, and generous life, accident and disability insurance minimums
● We support your teams with free daily lunch, fully stocked micro-kitchens, and culture
clubs and employee resource groups that let you share what you care about

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.