Process Excellence Manager, Google Technical Services

Job Listing No: 9740000

Process Excellence Manager, Google Technical Services

Manila City, Metro Manila – Develop and manage process excellence initiatives across contact channels for the products supported by 1:1 Consumer Care. Work with management and cross-functional partners to identify performance gaps, prioritize opportunities and develop and execute process improvement plans for customer support. Drive data-based decisions and monitor key metrics to measure business impact of process improvements. Document process flows and business requirements for agent CRM (Customer Relationship Management) system. Minimum qualifications BA/BS degree or equivalent practical experience. 5 years of relevant work experience driving process excellence initiatives and projects. Six Sigma Black Belt certification. Preferred qualifications Ability to influence across all levels of the organization and partner with cross-functional teams. Proven problem solving, process improvement and analytical skills. Strong business acumen and passion for delivering world-class customer experience. Excell… – Permanent – Full-time

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