Program Manager, Cloud Supportability, Google Cloud
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Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in Program Management, Customer Support, Product Management, or Systems Management.
- Experience using Google Cloud products or other cloud solutions.
Preferred qualifications:
- Experience managing, or working closely with, Product Management, Go-to-Market, Support, and Development teams for technical products.
- Experience in Data analysis using SQL.
- Ability to lead through ambiguity, take on complex strategic and operational initiatives and scale effectively across a large organization and highly distributed team.
- Ability to manage multiple projects with attention to detail, accountability, and ownership for end-to-end project lifecycle.
- Ability to execute in a customer focused environment, problem solve and advocate for customers and partners across a multi-functional organization.
- Ability to effectively influence and communicate at various levels multi-functionally with both technical and non-technical audiences.
About the job
Cloud Support teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — solve technical problems with excellent customer care. We engage customers across the globe through online communities, social outreach, and 1:1 support. Our team is the surface of Google to many customers, and we want their Google support experience to set new standards, just like Google’s products do, with an innovative approach to support.
In this role, you will manage the operational and business processes (including governance processes), collaborating cross-functionally, and driving complex project management. You must be strategic, comfortable with ambiguity, have sound judgment when prioritizing a high volume of incoming requests and be an excellent communicator with a bias to action. You must also be an agile and creative problem- solver, attentive to detail and have the ability to build strong relationships and collaborate across functions.
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.
The US base salary range for this full-time position is $130,000-$191,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Partner cross-functionally with teams across Cloud Support, Product, Developing and beyond to develop, own and enhance operational processes and procedures for effective programs and initiatives, consistently good customer experience and strong product supportability.
- Educate stakeholders on operational risks, identify and evaluate gaps and related impact and advise on opportunities to improve outcomes.
- Develop detailed SOPs for vendors responsible for running governance checks and system implementation.
- Work closely with program owners to ensure the process goes smoothly and the right steps are followed. Be a change advocate responsible for initiating and leading the organization through pivots needed to address shifts in business trends and priorities.
- Collaborate and drive alignment with a broad range of partners in and outside of Cloud Support, demonstrating a strong ability to influence peers and leadership through communication and business strategies.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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