Program Manager II, Customer Experience Operations, Google Store

Google • Mountain View, CA

2h

About The Position

A problem isn’t truly solved until it’s solved for all. That’s why Googlers
build products that help create opportunities for everyone, whether down the
street or across the globe. As a Program Manager at Google, you’ll lead complex,
multi-disciplinary projects from start to finish — working with stakeholders to
plan requirements, manage project schedules, identify risks, and communicate
clearly with cross-functional partners across the company. Your projects will
often span offices, time zones, and hemispheres. It's your job to coordinate the
players and keep them up to date on progress and deadlines.

This role is a Program Manager position on the operations team responsible for
GStore/Fi customer interactions, directly responsible for the strategy,
oversight, execution and evolution of multiple projects.

Google Store is our omnichannel, global retailer, leveraging the best of Google
to help customers experience our award-winning devices and services. Our team is
responsible for a vast portfolio that supports the entire customer journey, from
product discovery to upgrading their next device. This portfolio includes the My
Pixel app distributed with every Pixel phone, the Google Store global eCommerce
platform, our leading edge retail point-of-sale system, and AI-driven algorithms
for customer lifecycle management.

The Store team applies Google's AI to solve complex, real-world problems across
our growing global footprint of online and brick-and-mortar storefronts. This
ranges from AI-enhanced site operations to agentic AI shopping assistance,
ensuring a seamless and intelligent experience at every touchpoint.

The Store team is committed to providing team members with the opportunity to
build their applied AI skillset, so that we may ultimately help our customers
connect with the best of Google.

Requirements

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in program or project management.
• Experience developing and presenting data-driven recommendations.
• Experience analyzing datasets to identify trends and insights.

Nice To Haves

• 2 years of experience managing cross-functional or cross-team projects.
• Experience managing retail B2C Voice of the Customer (VoC) or NPS programs.
• Demonstrated ability to take ambiguous problems and structure them into clear goals and actionable plans.
• Excellent communication, and presentation skills with the ability to tailor messaging to various audiences, including executive leadership.

Responsibilities

• Define and prioritize changes to survey programs, data collection methodologies, and feedback channels to ensure timely, relevant and high-quality insights.
• Manage program escalations, unblock dependencies, and ensure alignment across related projects and teams.
• Develop and deliver compelling insights and recommendations to cross-functional partners (including Product, Engineering, UX, Marketing, Supply Chain, and Customer Support) and leadership.
• Collaborate with teams across the organization to initiate and drive projects and process improvements based on data insights, ultimately enhancing the customer experience.
• Serve as the primary point of contact and subject matter expert.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level