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Systems Program Manager, Digital Support Experience, Google Cloud

Systems Program Manager, Digital Support Experience, Google Cloud

1 Month ago • 3 Years + • Operations • Product Management

About the job

6 skills required for this role

Add these skills to join the top 1% applicants for this job

sql

budget-management

risk-assessment

risk-management

user-testing

cross-functional

Job Description

The Systems Program Manager, Digital Support Experience, at Google Cloud will partner with workflow and technical leads to build and modify systems and tools, implementing automated workflows for effortless customer experiences. Responsibilities include identifying and implementing system improvements (case management, guided workflows, launch management, case automation), managing delivery (end-user testing, change management, enablement), and collaborating with partners to ensure best practices and scalability. The role involves managing project goals, deliverables, and stakeholder expectations, completing risk assessments, establishing processes, and ensuring compliance. The Support team at Google Cloud helps customers solve technical problems globally through various channels, aiming to redefine the support experience.

Must have:

Bachelor's degree or equivalent experience
3+ years in workflow/support/program management
SQL experience, data connection & summarization
Manage project goals and deliverables
Collaborate with stakeholders to define goals
Risk assessment and mitigation planning
Process establishment and improvement

Good to have:

Program Management Certification
Experience with case management workflows and tools
System implementation/migration experience
Cross-functional project management experience
Program management in a technology company

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
3 years of experience in workflow management, support management, or global program management.
Experience working with SQL, connecting and summarizing datasets.

Preferred qualifications:

Certification in Program Management.
Experience setting up, managing, and optimizing case management workflows and tools within a technical organization or enterprise support team.
Experience implementing or migrating systems for customers and internal organizations.
Experience managing and delivering cross-functional technical and non-technical projects.
Experience in program management within a technology company.

About the job

The Support team in Google Cloud helps customers solve technical problems. We engage customers across the globe through online communities, social outreach, and one-to-one support. Our team is at the forefront of Google to many customers, and we want their support experience to redefine support. The Business Operations and Readiness team is focused on and committed to evolving the way we operate and scale support to meet our customer’s demands.

As a Systems Program Manager, you will partner with workflow leads and technical leads to build and modify our systems and tools, including implementing automated workflows to make effortless experiences for our customers. You will focus on finding and implementing systems improvements that help our agents diagnose customer issues, including case management workflows, guided workflows, launch management, and case automation. You will be responsible for landing the delivery for these system improvements, including end user testing, change management, and enablement. You will also work with a variety of partners driving best practice, consistency, and scale within the business.

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.

Responsibilities

Manage an overview of project goals and deliverables presented on a timeline and use the roadmap to manage stakeholder expectations, and to communicate plans and coordinate resources.
Collaborate with team members or stakeholders to understand or identify work problems and program goals, obtain prioritized deliverables, and discuss program impact.
Complete (e.g., budget, schedule, resource, technical) risk identification and risk assessment activities and mitigation plans in addition to monitoring foreseeable risk, and recording its evolution and influence on project/program objectives.
Establish and track processes in collaboration with stakeholders, hold stakeholders/teams accountable for following the established processes, identify sponsors and stakeholders and secure resources, ensure work alignment with compliance/privacy policies, identify opportunities, implement process improvements, and support/promote the adoption of processes.

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About The Company

Google

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A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.