Supportability Program Manager, Google Cloud

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 3 years of experience in program management, leading technical projects.

• Experience with data visualization, SQL, and building dashboards.

• Experience with software/cloud platforms and technologies.

Preferred qualifications:

• MBA or graduate degree in a management field, with an emphasis on business operations and strategy.
• Experience with Customer Support operations.
• Excellent analytical and problem-solving skills, impeccable business judgment, and knowledge of customer support principles.
• Ability to communicate with and influence diverse technical and non-technical groups, spanning all organizational levels.
• Firm sense of accountability, and ability to take ownership in an environment that requires navigating ambiguity.
• Solid organizational, project management, and written and verbal communication skills.

About the job

The Google Cloud Platform team helps customers transform 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. 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. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

As a Supportability Program Manager, you’ll work with teams across Google to improve our customers’ experience and make our products better. You’ll advocate to leadership for engineering and tooling improvements that elevate the customer experience. You’ll aggregate data and qualitative inputs, and provide analytical insights that represent a non-biased perspective of customers using GCP. You’ll identify requirements, organize project schedules, and identify risks to integrate support for new products and services. As a Program Manager, you will structure, lead and execute exciting, complex, and cross functional programs using your operational, data analysis and program management expertise. You will work to drive alignment and collaboration on the execution and achievement of key business goals. You will plan requirements with internal stakeholders and usher projects through the entire project lifecycle.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Lead programs to improve the customers’ product and support experience and reduce their need for support; develop project schedules, milestones and risk analysis/mitigation.
• Develop project schedules, milestones, stakeholder dependencies, and risk analysis/mitigation to meet supportability objectives, including tooling and process requirements. Coordinate and influence across stakeholders to see those projects through implementation.
• Apply analytics to evaluate and develop recommendations; define, articulate and advise on product requirements.
• Work with engineers and product managers to pursue agreed upon objectives while tracking, prioritizing and communicating top issues.
• Develop effective partnerships with multiple stakeholders to deliver insights and drive improvements across Support and Product Engineering teams.

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. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.