Workflow Management Team Lead - Customer Support - IVL

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!

The Trust & Safety Adspam Team plays a pivotal role in safeguarding the integrity of the online advertising landscape. Our mission is to create a universally trusted ads ecosystem, shielded from the infiltration of invalid and fraudulent ad traffic. We meticulously analyze billions of ad events, employing cutting-edge techniques and scalable methods to thwart the relentless efforts of sophisticated fraudsters. By effectively combating AdSpam, we empower users to access information securely, while advertisers, publishers, and Google can confidently monetize the internet responsibly, fostering a thriving digital ecosystem.

Position Responsibilities

• Conduct periodic and real-time coaching sessions aligned with corporate performance management frameworks to drive employee growth and engagement.
• 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.
• Manage workload distribution across the team to ensure all client requests and escalations are resolved within established Service Level Agreements (SLAs).
• Drive the consistent achievement of key performance indicators (KPIs) and organizational objectives (OKRs), proactively identifying and escalating roadblocks to the appropriate stakeholders.
• Facilitate regular coordination and governance meetings across multiple locations to ensure global alignment on process standards and metric reporting.
• Partner and collaborate with the Trust and Safety team and other workflows to improve the end to end case handling process.
  
  

Minimum Qualifications

• Strong Leadership skills. At least 3+ years experience managing associates, with a focus on digital marketing platforms.
• Intermediate proficiency in SQL with a strong foundation in data analytics.
• 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

• GOC - Certification - Google Ads Certification
• GOC - Certification - Google Skillshop certification (Google Analytics)
  
  

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 dont 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.

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