Program Manager, Feedback Operations
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a process improvement, project/program management, consulting, or client facing role.
Preferred qualifications:
- Experience in leadership, problem-solving, strategy, and analytics.
- Experience in operational Excellence (e.g., Lean, Six Sigma), or leading metrics driven technology improvement projects.
- Ability to drive projects to completion and analyze data to extract actionable insights and recommendations.
- Ability to manage multiple time-sensitive projects with engaging priorities and multiple stakeholders.
About the job
In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).
The Feedback Operations (FBO) team classifies user-initiated feedback according to an issues-based taxonomy through use of machine learning and human support at the scale of annual user feedback reports across Google products. We help make this feedback more usable for product teams to resolve issues and inform product roadmaps by analyzing trends, user issues, and drivers while validating anomalies, raising and tracking actionable bugs, and creating insight reports for product and stakeholder teams.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
The US base salary range for this full-time position is $132,000-$196,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Serve as a primary interface for Product Support Managers seeking to leverage in-product User Feedback to inform and influence Google’s product teams.
- Design and deliver new feedback analysis and strategic insight initiatives through a large vendor team, while driving operational efficiencies through process and resourcing improvements.
- Collaborate with the Vendor Manager to ensure quality of outputs and process performance through precise oversight, measurement, validation, reporting, and actions.
- Leverage data to advocate for and pilot people, process, and tooling solutions that enable an exceptional data-driven operation.
- Assist in charting a goal for service expansion and modernization and deliver against a long-term roadmap.
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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.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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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