Minimum qualifications:
- Bachelor's degree in Business Administration, Operations, Engineering, or equivalent practical experience
- 3 years of experience in program/project management, leading cross-functional and global teams
- Experience managing social media and/or community self-service programs
- Experience managing stakeholders
Preferred qualifications:
- Experience in vendor operations management or overseeing vendor operations programs
- Experience collaborating with executive stakeholders across a large, global organization
- Experience in customer service in enterprise/cloud environments
- Experience managing social media listening tools
- Ability to influence without direct authority and drive change at all levels within an organization
- Bias to action with excellent written and verbal communication skills, attention to detail, and data-driven decision making
**About the job**:
A problem isn't truly solved until it's solved for all.
That's why Googlers build products that help create opportunities for everyone, whether down the street or across the globe.
As a Program Manager at Google, you'll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company.
Your projects will often span offices, time zones, and hemispheres.
It's your job to coordinate the players and keep them up to date on progress and deadlines.
Our goal is to build a Google that looks like the world around us — and we want Googlers to stay and grow when they join us.
As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company.
In this role, you will be responsible for the overall success of Social Care (Support) Operations.
You will build up the long-term strategy, optimize Social Care vendor operations, and cultivate cross-functional relationships.
You will impact the operational quality and efficiency of the Social program, and ultimately the customer perception of the Google Cloud brand, and the Google Cloud customer experience.
Google Cloud accelerates organizations' ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise.
We deliver enterprise-grade solutions that leverage Google's cutting-edge technology - all on the cleanest cloud in the industry.
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.
**Responsibilities**:
- Develop Social Care's long-term strategy (e.g., channel expansion, level of support in social, and regions).
- Manage Social Care Vendor Operations (e.g., agent productivity, goals, training and up-skilling, preparation for launches, events and announcements, and crisis and outages management).
- Ensure Social workflows (e.g., internal Help Center, etc.)
are up-to-date.
- Maintain stakeholder relationships in Google Cloud and across Google (e.g., Marketing, Communications, Incident and Escalation Management, etc.).
- Own social summits.
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.
See also Google's EEO Policy and EEO is the Law.
If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.