Automation and Platform Optimization Lead
GoogleMinimum qualifications:
- Bachelor's degree in Business, Finance or Operations, or equivalent practical experience.
- 7 years of experience in a role focused on business process improvement, data analysis, and automation, or 5 years with a relevant advanced degree.
Preferred qualifications:
- Experience in separately identifying opportunities, developing a plan, and executing on data-driven projects.
- Experience with AI-powered support solutions, such as generative AI for response automation, intelligent case routing, agent-assist tools, or predictive analytics.
- Proficiency in data analysis and visualization tools (SQL, BigQuery, Looker) and experience with CRM platforms (Salesforce, ServiceNow).
- Expertise in finance operations, accounts receivable or accounts payable processes.
- Demonstrated excellent sense of ownership and the ability to thrive in a dynamic, fluid environment.
- Proven ability to work cross-functionally and build strong relationships with both technical and non-technical partners.
About the job
Financial Analysts ensure that Google makes sound financial decisions. As a Financial Analyst, your work, whether it's modeling business scenarios or tracking performance metrics, is used by our leaders to make strategic company decisions. Working on multiple projects at a time, you are focused on the details while finding creative ways to take on big picture challenges.
As someone who knows the workings of the core Finance team inside and out, you'll lead individual projects to transform planning, tracking and control processes. You'll provide senior level management with insightful recommendations, planning and reporting support.
This team holds a unique position as the central support operation serving every Googler, every supplier, and every business customer. We are a team of domain experts and strategists passionate about solving problems at a global scale. This is an opportunity to join a high-impact team that is fundamentally changing how a company of Google's size manages its most critical user interactions.
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.
Responsibilities
- 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.
- Lead programs designed to elevate assisted/agent support productivity.
- Implement and integrate smart journeys across various touchpoints (help centers, self-service tools, etc.) to deflect user cases and ensure efficient routing to the appropriate support teams.
- Analyze complex datasets to identify key drivers for process improvement, focusing on both the customer (requestor) and agent (resolver) experiences.
- Partner with Finance Experience (FinX), Engineering, and delivery teams to translate process improvements into tangible solutions, such as automations and features that enhance user experience and agent productivity.