Senior Systems Program Manager, Cloud Support

Google • Sunnyvale, CA

10d • $158,000 - $235,000

About The Position

The Digital Support Experience team sits within Google Cloud Support and is responsible for influencing, owning, and enabling the deployment of critical support systems and tooling rollouts for our global vendor-managed Support Delivery teams. We prioritize, plan, implement, and measure the success of transformative Support systems initiatives across the entire customer support journey. As a Senior Systems Program Manager, you will be accountable for the lifecycle of brand new support workflows, setting the outlook and roadmap for systems involving support case management and physical hardware/inventory management and fulfillment. You will act as the essential bridge between our operations and the multiple Engineering teams when building these solutions. In this role, you will operate with significant autonomy, aligning cross-functionally on the system roadmap, interacting with and driving alignment across executive leadership, and acting as the definitive subject matter expert for the workflows driving solutions.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge 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.
• 7 years of experience in program management, product management, business operations, or strategy and operations within global customer support or contact center environment.
• Experience translating operational needs into technical system requirements.

Nice To Haves

• Experience launching and scaling integrated case management and hardware/inventory management workflows.
• Experience collaborating with executive stakeholders of the Director to VP level across a large, global organization.
• Experience setting up, managing, and optimizing case management workflows and tooling.
• Track record of program management and delivery of complex, ambiguous programs with minimal direction.
• Ability to be comfortable with data analytics, conducting trend analysis, and making critical decisions based on the data.

Responsibilities

• Own the end-to-end system roadmap and lead the technology strategy.
• Translate both immediate needs and the long-term business outlook into concrete scope, business requirements, and delivery plans.
• Ensure the solution and strategy will scale as support volume increases and as customer cases and internal support workflows become more complex.
• Identify bottlenecks, time-consuming inefficiencies, customer risks, and manual processes within our current operational setup.
• Define comprehensive business requirements for solving these issues and drive the technical solutions with Engineering.
• Serve as the definitive subject matter expert for complex workflows involving support processes, hardware fulfillment, and inventory systems.
• Align requirements and roadmaps across multiple Engineering teams.
• Own the delivery of integrated solutions, partnering with product, engineering, operations, and business intelligence to drive the development lifecycle, manage risk, and ensure on-time delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees