Systems Program Manager, Digital Support Experience, Google Cloud

4 weeks ago


Waterloo, Canada Google Full time
b>
  • 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.
    • Certification in Program Management.
    • Experience setting up, managing, and optimizing case management workflows and tools within a technical organization or enterprise support team.
    • 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. b>
    • 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.


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