Job Details

Program Manager Product Supportability G Suite

Company name
Google, Inc.

Location
Sunnyvale, CA

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Program Manager, Product Supportability, G Suite

in

Sunnyvale

California

Google Cloud teams work with schools, companies, and government agencies to make them more productive, mobile and collaborative. You will oversee all aspects of the Google Cloud sales process, improving it with your insightful data analysis, troubleshooting, and seamless cross-functional teamwork. Your strategies ensure that companies new to Google products get the highest quality customer support and that the Google Cloud program overall is kept on the cutting edge.

The G Suite Support team engages with customers across the globe through 1:1 support, online communities, and social outreach. Our team is the face of Google to many customers, and we are dedicated to creating a Google support experience that sets new industry standards, just like Google’s products do.

As a Product Supportability Program Manager, you’ll work closely with teams across Google (e.g., Support Operations, Technical Solutions Engineering, Product Management, Software Engineering, and Site Reliability Engineering) to improve our customer's experience and strive to make our products better and better. You’ll aggregate data and qualitative inputs, and provide regular analytical insights that represent a non-biased voice of customers using G Suite. You’ll advocate to senior leadership for engineering and tooling improvements that elevate the customer support experience. You’ll identify requirements, organize project schedules, and identify risks to integrate support for new products services ahead of launch. You will also gain and maintain strong technical knowledge of G Suite products.

As a Program Manager at Google, you will lead exciting, complex, and cross functional programs using your operational, data analysis and program management expertise to improve G Suite support. You will plan requirements with internal customers and usher projects through the entire project lifecycle. This includes handling multiple project schedules, identifying risks and clearly communicating them to everyone involved. You are equally at home explaining your team's analyses and recommendations to executives as you are discussing the technical trade-offs in product development with engineers.

Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life.

Responsibilities

Apply analytics to data, evaluate and develop recommendations. Define, articulate and advise on product requirements.

Develop a deep understanding of G Suite business, products and technologies. Work with engineers and product managers to pursue agreed upon objectives while tracking, prioritizing and communicating top issues.

Make quantitative assessments of product support inefficiencies and/or stability problems.

Analyze product usage for adoption and stability problems affecting the success of the products.

Prepare support readiness and supportability, collect feedback and data about operational improvement areas.

Qualifications

Minimum qualifications:

BA/BS degree in a technical field or equivalent practical experience.

5 years of experience in program and/or operations management in a high-tech environment.

2 years of relevant experience with best practices in business operations, service operations, customer support operations, internet/online media.

Experience with SQL and experience building dashboards.

Preferred qualifications:

MBA or graduate degree in a management field with an emphasis on business operations and strategy.

Experience leading and working effectively with cross-functional groups. Proven ability to work with team members to design processes and implement strategic projects that solve business problems.

Experience with managing business programs, B2B product offerings and business requirements, experience with contracting.

Ability to work independently as a member of a global team composed of both technical and non-technical members. Ability to handle multiple priorities without loss of efficiency.

High proficiency with structuring strategic analysis and storylines using spreadsheets and presentations to facilitate communication with senior stakeholders.

Demonstrate ability to influence Engineering and Product Management teams to improve product features and supportability of a product offering by identifying problems and suggesting and/or driving implementation of fixes or features.

At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

To all recruitment agencies:

Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees or any other company location. Google is not responsible for any fees related to unsolicited resumes.

Company info

Google, Inc.
Website : https://www.google.com/about/company/

Company Profile
Google Inc., a technology company, builds products and provides services to organize the information. The company offers Google Search, which provides information online; Knowledge Graph that allows to search for things, people, or places, as well as builds systems that recognize speech and understand natural language; Google Now, which provides information to users when they need it; and Product Listing Ads that offer product image, price, and merchant information. It also provides AdWords, an auction-based advertising program; AdSense, which enables Websites that are part of the Google Network to deliver ads; Google Display, a display advertising network; DoubleClick Ad Exchange, a marketplace for the trading display ad space; and YouTube that offers video, interactive, and other ad formats. In addition, the company offers Android, an open source mobile software platform; hardware products, including Chromebook, Chrome, Chromecast, and Nexus devices; Google+ to share things online with people; Google Play, a cloud-based digital entertainment store for apps, music, books, and movies; Google Drive, a place for users to create, share, collaborate, and keep their stuff; and Google Wallet, a virtual wallet for in-store contactless payments. Further, it provides Google Apps, which include Gmail, Calendar, and Google Sites that are built for people to work anywhere, anytime, on any device without loss of security or control; Google Maps Application Programming Interface; and Google Earth Enterprise, a software solution for imagery and data visualization. Additionally, the company offers Google App Engine, a platform as a service offering; Google Cloud Storage; Google BigQuery for real time analytics; Google Cloud SQL for structured query language; and Google Compute Engine, an infrastructure as a service platform. It also offers mobile wireless devices, and related products and services. Google Inc. was founded in 1998 and is headquartered in Mountain View, California.

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