Process Excellence Lead

About the job

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

This is an opportunity to architect and drive process excellence within our scaled service operations. In this role, you will be the catalyst for transformation, moving beyond surface-level analysis to fundamentally re-engineer how we work. You will facilitate workshops to build detailed process maps, Customer Journey (CUJ) maps, and service blueprints. You will conduct root cause analysis and leverage both qualitative and quantitative data to design and implement optimized, scalable, and user-centric service solutions. You will also structure a data-driven toolkit to solve complex operational puzzles and lead process transformation.

Responsibilities

• Conduct qualitative and quantitative analysis to identify critical process gaps, inefficiencies, and perform through root cause analysis.
• Lead cross-functional workshops to create detailed current and future-state process maps, customer journeys, and service blueprints to design optimized workflows.
• Design and implement measurement systems by defining Key Performance Indicators (KPIs) and control plans to track process health and sustain improvements.
• Create data-driven business cases that articulate problem statements, proposed solutions, and expected Return on Investment (ROI) to secure stakeholder buy-in.
• Partner with process owners, product managers, and strategy teams to translate business needs into concrete process improvement initiatives. Act as a key influencer to drive organizational alignment and guide teams through the successful implementation of large-scale process transformations.