{"id":2491199,"url":"https://alion.io/job/google-operations-center-tech-process-team-lead-customer-support-orion-shared","title":"Tech Process Team Lead - Customer Support (Orion) - Shared","company":{"id":4416636,"name":"Google Operations Center","domain":"googleoperationscenter.com","url":"https://alion.io/company/googleoperationscenter","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lima, Peru"],"countries":["PE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":27000,"period":"year","method":"role_seniority_country_cell","sample_n":13},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-13T00:00:00Z","employer_posted_date":"2026-08-13","last_verified_at":"2026-10-22T14:06:00Z","board_verified":true,"closed_at":null,"days_open":72,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":72},"description":"Join Us!\nAt 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!\nAs a Tech Process Team Lead for gTech Ads ORION you are at the center of a gTech Ads which supports the top advertisers in Google’s Ads ecosystem. There are a number of client and internal stakeholders globally distributed across operations, reporting, sales, product and strategy. We support products like AdWords (Search, Video, Apps, Mobile, Shopping, Display) and Analytics (web analytics to measure Pay Per Click Return On Investment) and the Google Marketing Platforms that supports and launches the ads products, providing support to client and Advertisers/clients directly on campaign performance related issues. Your team will also partner with Google and GOC teams to ensure the Customer request is taken care of with minimal hops and higher CX. Your team will also support new product launches, collaborate with TechCOE to create documentation for small-medium scale beta launches, and communicate with Engg on complex bugs.\nPosition Responsibilities\nLead a specialized team of product experts for 1 or more PAs that is segment agnostic [PTGSB]\n\nEstablishing and maintaining a consistent flow of work for the Product & process alongside ongoing governance and updates to stakeholders\n\nImprove metrics, and drive the teams to improve continuously to meet and surpass KPIs/ SLAs\n\nDrive initiatives to meet business metrics like Productivity timeliness, Consult Quality et\n\nCompile and report weekly, monthly and quarterly metrics. These reports are shared with the leadership team to evaluate performance and with associates for training and improvement.\n\nCoordinate with Internal Stakeholders (Engg, CoE, and gAE teams) to set KPIs, share feedback, and implement changes\n\nHelp the team navigate complex, non-linear problem-solving where standard procedures do not exist and hold a high customer centric mindset\n\nOversee the smooth functioning of all activities related to product, people, Process & customers issues\n\nImplement & Operational Strategies by partnering with SDMs, cohort leads & Ops managers\n\nLead weekly region/cohort meeting with SDMs & GOC stakeholders\n\nCollaborate actively with other Product Areas and cross-vertical Leads, operations managers, and business analysts; sharing best practices and replicating successes within the Product\n\nLead Daily/weekly reviews to ensure key initiatives are on track and maintain trackers and documentation up-to date\n\nHold 1:1 meeting with each individual team member to discuss performance along with work related and non-work related issues on a monthly basis\n\nCommunicate risks and challenges to business stakeholders and present recommended solutions.\n\nDemonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures\n\nContributes to a positive team environment and proactively aids team members with difficult contacts as needed\n\nDemonstrate GOC values and adhere to all internal processes and policies, and drive the same with the team\n\nMinimum Qualifications\nBachelor's Degree in Arts/ Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications etc\n\nOverall 9+ years of Operations experience in Service Industry, preferably 3+ years Digital Marketing\n\nKnowledge in Google Ads products including Search, Display, Video, Shopping, Mobile, Tag Manager, Google Analytics and Google Marketing Platforms\n\nCustomer First mindset: ability to make decisions in the best interests of customers as well as people\n\nStrong reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues\n\nContinuous Improvement mindset: be able to understand, analyze and make recommendations for improvement for internal processes, where appropriate.\n\nComfort with ambiguity: ability to make appropriate decisions in cases not covered by documented workflows/instructions.\n\nLearning ability: curiosity to continuously keep learning and keep oneself updated with ongoing changes in the product and AI solutions.\n\nPreferred Qualifications\nWe recommend that you take up the free Google Ads Certification to be better equipped for the interviews\n\nBenefits\nWe support you with competitive wages and with comprehensive health care including medical, dental and vision coverage\n\nWe support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums\n\nEmployees who work onsite can enjoy free meals and snacks, and fun onsite experiences\n\nInformation collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy.\nGoogle 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.\nTo ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.\nTo 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.\nThanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't 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 .","description_format":"text","description_chars":6233,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T02:33:55Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.655,"p_room":0.36,"age_days":72,"expected_fill_days":37,"reasons":["conf:39","velocity","win:tail","crowd:"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/google-operations-center-tech-process-team-lead-customer-support-orion-shared","json_url":"https://alion.io/job/google-operations-center-tech-process-team-lead-customer-support-orion-shared.json","meta":{"generated_at":"2026-10-24T12:33:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18061,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4416636},"rest":"https://alion.io/mcp/rest/get_company?id=4416636"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgoogle-operations-center-tech-process-team-lead-customer-support-orion-shared"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgoogle-operations-center-tech-process-team-lead-customer-support-orion-shared"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgoogle-operations-center-tech-process-team-lead-customer-support-orion-shared"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/google-operations-center-tech-process-team-lead-customer-support-orion-shared\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgoogle-operations-center-tech-process-team-lead-customer-support-orion-shared"}]}