Workflow Management Team Lead - Customer Support - Policy (Shared)

Join Us! At 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! Google Ads Policy supports a healthy digital advertising ecosystem—one that is trustworthy and transparent, and works for users and advertisers. These policies are designed not only to abide by laws, but to ensure a safe and positive experience for our users. This means that our policies prohibit some content that we believe to be harmful to users and the overall advertising ecosystem. Ads undergo automated reviews and some human evaluation to ensure compliance with Google Ads policies. Our advertising policies cover four areas: Prohibited content: Content you can't advertise on the Google Network Prohibited practices: Things you can't do if you want to advertise with us Restricted content and services: Content you can advertise, but with limitations Editorial and technical: Quality standards for your ads, websites, and apps The core work of the Policy team is to answer L1 consults and escalations related to Ads Policies.   As WorkFlow Management  Team Lead, you will primarily be responsible for overseeing, leading and managing day-to-day operations in the Policy team, ensuring all KPIs are met consistently month-on-month, risks and challenges are being raised timely to stakeholders while high-priority requests and escalations are treated with utmost urgency.  Position Responsibilities Conduct periodic and real-time coaching sessions with employees which is aligned with Performance  Management Process of GOC Ensure timely delivery of client and site business reporting deliverables with high level of accuracy and provide meaningful insights that drives call-to-action to stakeholders. This includes adept data analysis, scrubbing and solution-based approach. Manages workload-balancing between associates while  client requests and escalations are attended and resolved according to required SLAs Ensure main KPIs, both GOC and Google-led OKRs are met consistently while ensuring roadblocks and challenges are being raised timely to respective action-owners Ensure regular governance and coordination between sites are conducted for process and metric reporting alignment  Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures Minimum Qualifications Strong Leadership skills. At least three years' experience managing associates, with a focus on digital marketing platforms. Excellent Communication skills. Able to communicate business insights and plans to other GOCers in an open and 2-way style. Able to simplify hard-to-navigate situations while balancing business and people needs. Analytical Skills. Able to analyze, understand and create meaningful plans when…