Program Manager II, Customer Self-Sufficiency, Google Cloud Support

Google • Sunnyvale, CA

5h

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. The Support Programs team sits within the Google Cloud Support organization. Our mission is to build a next generation support experience: leveraging AI to offer our customers the most useful help content tailored to their specific issue so they can resolve it themselves; and connect them seamlessly to the support channel of their choice if they still need help. We are looking for a Program Manager with a passion for helping our customers find the help they need. In this role, you will use your knowledge of data analysis, AI, and project management to lead data driven, multi-disciplinary projects end to end. You will work closely with a cross-functional team of engineers, User Experience (UX) and data scientists to identify opportunities to improve our product and service offerings, manage those projects throughout their entire lifecycle and ultimately drive the strategy of our product.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s technology, and tools that help developers build more sustainably. 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.

Requirements

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program or project management.
• Experience working with SQL, connecting and summarizing various datasets.

Nice To Haves

• 5 years of experience managing cross-functional/cross-team projects.
• Experience with research, experimentation, A/B tests, working with large datasets, statistical analysis methods and tools or maintaining data pipelines.
• Track record of driving program management, prioritization and delivery in a changing environment with minimal direction.
• Ability to work with cross functional teams in a team oriented environment.
• Ability to articulate findings and recommendations in a structured and clear manner to various audience.
• Ability to maintain high standards of accuracy, attention to detail while driven by intellectual curiosity and creatively solve problems applying a data driven approach with minimal guidance.

Responsibilities

• Prioritize the most promising projects and bring together the relevant stakeholders to take them all the way through to A/B test and final rollout stage.
• See beyond the numbers to weave stories that rally the team around the same understanding of the roadblocks on our mission, and act as thought partner to translate opportunities into solutions and drive our product roadmap.
• Apply your expertise in quantitative analysis and data mining to create insight into problems our customers are trying to solve and how they engage with our product.

What This Job Offers

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