Systems Program Manager, Digital Support Experience, Google Cloud

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.
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.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.