Support Platforms Optimization Lead

Minimum qualifications:

• Bachelor's degree in Business, Finance, Engineering, or Operations, or equivalent practical experience.
• 7 years of experience in management consulting, or an operations-related function; or 5 years of experience with an advanced degree in business, accounting, or finance.

Preferred qualifications:

• Experience with SQL or Python.
• Experience in configuration/management and implementation in
  Customer Relationship Management (CRM) systems.
• Experience in scaled support or contact center management.
  
• Experience in process design/re-engineering.
• Ability to autonomously identify, prioritize and drive multiple initiatives.
• Ability to work and partner across multiple functions in an organization and to communicate across all levels.

The Finance Operations team manages Google's cash transactions on a global basis and ensures that Google's incoming and outgoing cash processes are controlled, effective and efficient. As a member of this team, you'll find innovative ways to manage our complex set of transactions. You'll make processes more efficient and scalable, work to ensure the highest level of quality of our operations, and proactively minimize operational risk. Externally, you collaborate with our extended workforce partners and internally, you will collaborate across the multiple areas of the Financial Operations team.

The FinX team is the only support (customer service) operation in Google that looks after every Googler, every Supplier, and every customer.

In this role, you will be focused on reducing the burden on the customers of navigating the tools processes and providing support when they need it by bringing the best of technology, infusing the processing and channels with AI, and running efficient operations.

You will provide services to business partners with our functional teams in Google Business Services (GBS) (e.g., payroll, cards and expenses, source-to-pay, etc.) and Run Campaign Optimizer (RCO) (e.g., collections, cash ops and Credit, etc.)

The name Google came from "googol," a mathematical term for the number 1 followed by 100 zeros. And nobody at Google loves big numbers like the Finance team when providing in depth analysis on all manner of strategic decisions across Google products. From developing forward-thinking analysis to generating management reports to scaling our automated financial processes, the Finance organization is an important partner and advisor to the business.

• Lead the charge in prioritizing and executing improvements across technical delivery and vendor teams, with a focus on enhancing reporting systems and streamlining system configurations.
• Support programs designed to elevate assisted/agent support productivity, including the implementation of authorable workflows and "Do It For Me" (DIFM) capabilities.
• Implement and integrate smart journeys across various touchpoints (e.g., help centers, self-service tools, etc.) to deflect user cases and ensure efficient routing to the appropriate support teams.
• Analyze datasets to identify key drivers for process improvement, focusing on both the customer (requestor) and agent (resolver) experiences.
• Partner with FinX, Engineering, and delivery teams to translate process improvements into tangible solutions, such as automations and features that enhance user experience and agent productivity.