Process Excellence Consultant
Job Summary
Job Description
This role involves optimizing and transforming customer delivery and internal support processes for Google Ads. Responsibilities include conducting process assessments to identify inefficiencies, designing and developing optimized processes and workflows, leading and managing process improvement projects, partnering with cross-functional teams, defining KPIs to measure impact, and ensuring sustainable process changes. The ideal candidate will leverage Lean, Six Sigma, and other methodologies to enhance customer experience, efficiency, and scalability of technical support and consulting services. The position requires strong problem-solving skills, collaboration abilities, and experience with project management tools and methodologies.
Must have:
- 8+ years in process excellence or consulting
- Experience in Lean, Six Sigma, Agile
- Project management expertise
- Process improvement methodologies knowledge
- Cross-functional team collaboration
Good to have:
- Master's degree in relevant field
- Lean Six Sigma Black Belt, CBAP, or PMP certification
- Data visualization tool experience (Tableau, Google Data Studio)
- Experience in technology or digital advertising
- Google Ads product and support process knowledge
- Process mapping tool experience (Visio, Lucidchart)
10 skills required
Job Details
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in process excellence, business process management, or operations consulting.
- Experience in process improvement methodologies (e.g., Lean, Six Sigma, Agile, Business Process Model and Notation (BPMN)).
- Experience in project management tools and methodologies.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- Certifications in Lean Six Sigma Black Belt (LSSBB), Certified Business Analysis Professional (CBAP), or Project Management Professional (PMP).
- Experience with data visualization tools (e.g., Tableau, Google Data Studio).
- Experience in working within the technology or digital advertising industry.
- Experience with Google Ads products and support processes.
- Experience with process mapping and business process modeling tools (e.g., Visio, Lucidchart).
About the job
In this role, you will be optimizing and transforming our customer delivery and internal support processes. You will enhance customer experience, efficiency, scalability, and the overall effectiveness of our technical support and consulting services for Google Ads. You will leverage your understanding of process improvement methodologies, your problem solving skills, and your ability to collaborate across diverse teams to identify pain points, design solutions, and implement sustainable process changes. You will be a thinker with capable of leading projects and collaborating with stakeholders at various levels.Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.To learn more about gTech, check out our .
Responsibilities
- Conduct assessments of existing gTech Ads processes, identifying inefficiencies, bottlenecks, and areas for improvement using methodologies like Lean, Six Sigma, and Value Stream Mapping.
- Design and develop optimized processes, workflows, and tools that align with business objectives, improve operational efficiency, and enhance the customer experience.
- Lead and manage process improvement projects from initiation to closure, including defining scope, developing project plans, managing stakeholders, mitigating risks, and ensuring delivery.
- Partner with cross-functional teams including, Tech and Media delivery, Customer support, Vendor partners and Business operations to understand their needs, gather requirements, and drive consensus on process changes.
- Define key performance indicators (KPIs) to measure the impact of process improvements, monitor performance, and identify opportunities for further optimization.
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