Senior Program Manager, Customer Service and Innovation
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in program or project management.
- Experience managing vendors or a direct team to provide customer engagement or support.
Preferred qualifications:
- 8 years of experience managing cross-functional or cross-team projects.
- Experience working in an innovation, customer success, or customer program environment.
- Experience in submarine networking technologies.
- Ability to build incident management functions.
- Excellent communication and project management skills, with a track record of handling multiple customers and streams of work.
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.
This role is crucial for our partner ecosystem. You will ensure smooth onboarding to our subsea cable network and cultivate, ongoing partner relationships. This includes understanding their needs, proactive communication, and serving as their primary Google contact. You will advocate our partners, ensuring their voices are heard and concerns addressed.By providing support, you will contribute to Google's mission of organizing the world's information and making it universally accessible. You will connect the world, one cable at a time, empowering partners to succeed in the digital age.
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.
Responsibilities
- Own development of the Service Innovation and Customer Assurance function within Global Submarine Networks (GSN) Operations. Implementing new processes based around the framework.
- Manage all customer communications related to service delivery via programs ensure structured, tracked engagement with customers and stakeholders, updating them on order progress using agreed tools.
- Drive innovation across service and lifecycle management and the way we deliver network for Google in what will be a new function in service management and agreements/customer onboarding.
- Collaborate with internal teams (Build, Operations, Business, Compliance) to address partner concerns and ensure smooth service delivery. Identify and escalate any issues or roadblocks that may hinder partner onboarding or ongoing satisfaction.
- Develop and maintain ongoing relationships with partners, acting as their primary point of contact within Google.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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