Program Manager, Customer Support Operations, Cloud
1 week ago
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in technical program management, project management, or a related field.
- Experience leading cross-functional projects with multiple stakeholders in a technology focused environment.
- Experience in a cloud computing, technical support, incident management environment.
- Familiarity with Google Cloud products, services, and support structures.
- Ability to lead through influence within global, matrixed organizations and successfully manage high-pressure, executive-level events that require immediate, time-sensitive resolution.
- Excellent proficiency in utilizing SQL and Looker to translate data into actionable business insights, with a demonstrated ability to deliver clear communications that drive organizational evolution across all levels, from individual contributors to executive leadership.
- Excellent operational mindset with a talent for process improvement, navigating ambiguity, and solving problems.
In this role, you will mobilize cross-functional teams, build solutions for the future, and utilize data-driven decision making to deliver programs that support our Cloud customers at key moments for their businesses.
You will bring a high level of investigative to identify trends and optimize program performance, coupled with the operational necessary to manage complex, high-stakes workstreams with precision. You will leverage excellent organizational, communication, and people-management skills to rapidly establish trust and influence a set of stakeholders and partners.
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.
The Canada base salary range for this full-time position is CAD 141,000-144,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Please note that the compensation details listed in Canada role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities:- Drive the comprehensive planning, triage, execution, and post-mortem analysis for multi-customer peak events. This includes developing readiness plans and program strategy, managing detailed project trackers, and ensuring key milestones are met.
- Serve as the central point of coordination to drive alignment and execution across dozens of stakeholder teams.
- Develop and deliver clear, concise communications to a wide range of stakeholders, from front-line developers to executive leadership.
- Manage the operational lifecycle of events, including customer enrollment and triaging requests through the Event Management Service (EMS) tool.
- Design, build, and maintain dashboards to improve event visibility health, track Key Performance Indicator (KPIs), and measure program impact. Conduct analysis on event performance such as comparing customer capacity requests versus actual usage to generate insights and inform future planning.
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