Program Manager, HelpDesk Operations, Google Cloud
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Minimum qualifications:
- Bachelor's degree in Business or a related field, or equivalent practical experience.
- 7 years of experience in program management.
- 7 years of experience managing cross-functional or cross-team projects.
Preferred qualifications:
- Experience working with internal product and engineering teams, large operations teams, driving cross-functional programs, and rolling out new technology and solutions.
- Experience working across a distributed and integrated team composed of both technical and non-technical members.
- Experience in applying project management techniques.
- Ability to communicate clearly and effectively with multiple and diverse stakeholders across businesses and leadership teams.
- Ability to manage ambiguity and balance a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions.
- Excellent SQL and other database, automation or business intelligence skills.
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.
Cloud Go-to-Market (GTM) HelpDesk aims to enable Google Cloud to close compliant agreements, recognize business, deliver products and services, and ensure accurate planning, billing and attainment for the GTM organization. The mission is to empower Cloud promoters to focus on customer business goals by delivering a delightful and efficient sales support experience. Key priorities include establishing enterprise-grade systems, standardizing business practices, and leveraging emerging technologies, including Generative AI for timely and helpful solutions.
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
- Engage with GTM stakeholders to understand the needs of the business and drive awareness of Cloud GTM HelpDesk’s full range of services.
- Partner with cross-functional teams, including Google Cloud Business Platform (GCBP) and Business Systems Transformation (BST) to drive continuous vertical and horizontal technology improvements at scale.
- Ensure business continuity through scalable and secure access to critical data sources and systems.
- Collaborate with GTM HelpDesk vertical leads, centrally build and own system and process automation roadmap to improve the promoter support experience and reduce operational overhead across Deal Desk, Order Management and Product Fulfillment (OMPF), and Data Quality Operations (DQO).
- Drive vendor service delivery standardization, quality improvement, training, and knowledge management efforts across Deal Desk, OMPF, and DQO. Address and resolve issues with partners and internal stakeholders.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
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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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