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Program Manager, Quality and Customer Experience Standards

Program Manager, Quality and Customer Experience Standards

2 Weeks ago • 7-14 Years • Operations

About the job

Summary

The Program Manager, Quality and Customer Experience Standards at Google's gTech Users and Products (gUP) will lead the optimization of logistics processes, incorporating industry best practices. Responsibilities include process improvement recommendations, change management, documentation standardization, and collaboration with partner teams. This role involves leading new project initiatives for Americas server operations logistics, creating BRDs, working with stakeholders, driving innovation, and presenting to leadership. The ideal candidate will design and implement quality programs, ensure quality compliance, track performance metrics, develop customer experience strategies, and partner with teams to automate quality workflows.

3 skills required for this role

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communication

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Must have:

Bachelor's degree in Business or related field
7+ years experience in customer-facing role supporting logistics
7+ years experience managing vendors in domestic and international environments
5+ years experience in quality management principles
Process improvement, change management, documentation

Good to have:

Analytical and structured problem-solving
Excellent communication and executive presence
Ability to operate effectively in tactical and strategic modes
Collaboration across functions and geographies

Perks:

Bonus
Equity
Benefits

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Minimum qualifications:

Bachelor's degree in Business or related field, or equivalent practical experience.
7 years of experience in a customer or client-facing role supporting
logistics operations.
7 years of experience working in domestic and international environments managing vendors (i.e., suppliers, manufacturers) or Third-Party Logistics.
5 years of experience in quality management principles like COPC, Six Sigma, Total Quality Management.

Preferred qualifications:

Analytical and structured problem-solving capabilities.
Excellent communication skills and executive presence.
Ability to operate simultaneously and effectively in both tactical and strategic modes.
Ability to collaborate with internal stakeholders across different functions and geographies to manage change and drive continuous improvement initiatives.

About the job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

In this role, you will be the leader of how Google optimizes logistics processes while incorporating current industry standards and best practices. You will be responsible for process improvement recommendations, change management, standardization of user documentation, creating processes that drive action and interacting with all partner teams. You will lead new project initiatives for the Americas server operations logistics, create Business Requirements Documents (BRD), work with key stakeholders, drive innovation, understand operational impacts, and create presentations/documents for the leadership team.

The US base salary range for this full-time position is $129,000-$191,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. 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 .

Responsibilities

Design and implement quality programs to improve performance and standardize quality practices across operations.
Ensure quality compliance across all gUP operations capabilities.
Track and report on program-level quality metrics, working to improve key performance indicators.
Develop and implement customer experience strategies that prioritize customer needs and drive improvements.
Partner with Google teams to develop automation strategies for quality workflows, assess tool needs, and support product launches.

View Full Job Description

$129.0K - $191.0K/yr (Outscal est.)

$160.0K/yr avg.

Worldwide

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.