Technical Project Lead for Support Operations

1 month ago


Waterloo, Ontario, Canada Google Full time

The Business Operations and Readiness team at Google Cloud is committed to evolving the way we operate and scale support to meet our customer demands.

About the Job

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.

Key Responsibilities
  • Manage project goals and deliverables presented on a timeline and use the roadmap to manage stakeholder expectations, and to communicate plans and coordinate resources.
  • 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.

We are looking for someone who has experience working with SQL, connecting and summarizing datasets, and managing and delivering cross-functional technical and non-technical projects. Additionally, you should have a certification in Program Management and experience setting up, managing, and optimizing case management workflows and tools within a technical organization or enterprise support team.

A Bachelor's degree or equivalent practical experience is required, as well as 3 years of experience in workflow management, support management, or global program management.

What We Offer

Google offers a competitive salary of $120,000 - $180,000 per year, depending on location and experience. In addition to a salary, we offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan.

We are proud to be an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about improving the customer experience and have a strong background in program management, we encourage you to apply for this exciting opportunity.



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