Technical Program Manager III, Cloud Billing Support

Google Inc.; Southwestern Ontario; Hybrid; CAD 170,000 - 174,000; Full time

Job summary

Google Waterloo, Ontario seeks a Technical Program Manager III for Cloud Billing Support to lead cross-functional initiatives across GCP and GWS ecosystems. You will plan requirements, manage schedules, identify risks, and communicate with executives and developers.

You will own the global support strategy for Cloud Billing areas, drive launches, analyze user feedback, and build scalable tools and processes with vendors to ensure quality and efficiency.

Qualifications

• Bachelor's degree in a technical field or equivalent practical experience.
• 5 years of program management experience.
• 3 years of data and analytics experience.
• Experience leading cross-functional projects with multiple stakeholders in a tech environment.

Responsibilities

• Lead complex, multi-disciplinary projects from start to finish.
• Plan requirements, identify risks, manage project schedules, and communicate with cross-functional partners.
• Explain analyses and tradeoffs to executives and developers.
• Build scalable tools and processes with vendors to improve operations.

Skills

Cross-functional collaboration

Data analysis

Program management

Stakeholder communication

Education

Bachelor's degree in a technical field

Tools

SQL

Looker

Job description

Technical Program Manager III, Cloud Billing Support

Share Technical Program Manager III, Cloud Billing Support

Google Waterloo, ON, Canada

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

Share Technical Program Manager III, Cloud Billing Support

X This posting is for a new vacancy. Google utilizes AI tools to assist in assessing candidates in our hiring processes.

• Bachelor's degree in a technical field, or equivalent practical experience.
• 5 years of experience in program management.
• 3 years of experience in data and analytics.
• Experience leading cross-functional projects with multiple stakeholders in a technology-focused environment.

Preferred qualifications:

• 5 years of experience managing cross-functional or cross-team projects.
• Experience in a cloud computing, technical support, incident management, or SRE environment.
• Familiarity with Google Cloud products, services, and support structures.
• Proficient data analysis tools such as SQL and Looker.

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 Technical Program Manager at Google, you’ll use your technical expertise to lead complex, multi-disciplinary projects from start to finish. You’ll work with stakeholders to plan requirements, identify risks, manage project schedules, and communicate clearly with cross-functional partners across the company. You're equally comfortable explaining your team's analyses and recommendations to executives as you are discussing the technical tradeoffs in product development with developers.

Billing support team is responsible for the following areas across Google Cloud Platform (GCP) and Google Workspace (GWS) and enable seamless collaboration with the vendor management organization to drive quality across multiple suppliers and sites for a fully vendorized operation, ensuring playbooks, documentation, training and other resources are effective and up-to-date. Support >90 active launches annually. Set and achieve motivated targets for deflection and contact rate reduction, requiring deeper engagement and influencing across multiple cross-functional products and other stakeholder teams. Build tools to proactively identify cases that may get escalated and require immediate attention. When major issues happen, collaborate with the program manager and developer to align on MSA comms, Agent comms, Corrections, etc (e.g., SLA credits). Build solutions, queries, and tools to scale the operation.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

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 Technical Program Manager at Google, you’ll use your technical expertise to lead complex, multi-disciplinary projects from start to finish. You’ll work with stakeholders to plan requirements, identify risks, manage project schedules, and communicate clearly with cross-functional partners across the company. You're equally comfortable explaining your team's analyses and recommendations to executives as you are discussing the technical tradeoffs in product development with developers.

Billing support team is responsible for the following areas across Google Cloud Platform (GCP) and Google Workspace (GWS) and enable seamless collaboration with the vendor management organization to drive quality across multiple suppliers and sites for a fully vendorized operation, ensuring playbooks, documentation, training and other resources are effective and up-to-date. Support >90 active launches annually. Set and achieve motivated targets for deflection and contact rate reduction, requiring deeper engagement and influencing across multiple cross-functional products and other stakeholder teams. Build tools to proactively identify cases that may get escalated and require immediate attention. When major issues happen, collaborate with the program manager and developer to align on MSA comms, Agent comms, Corrections, etc (e.g., SLA credits). Build solutions, queries, and tools to scale the operation.

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.

Canada: $170000 - $174000 (CAD) + 15% bonus target + equity + benefits
Learn more about benefits at Google .

• Own the global support strategy for one or more Cloud Billing Support areas.
• Lead support strategy for key product launches by understanding and influencing the product roadmap, anticipating customer issues, mitigating operational risks, and preparing support channels to resolve user issues while driving exceptional customer experiences.
• Maintain a pulse on user feedback as well as operational trends. Provide meaningful insights to product teams and executive stakeholders to improve the user experience, and lead continuous improvements in customer service and operations.
• Partner cross-functionally to analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows and tools. Deliver faster and better customer care experiences through automation and self service.
• Partner with product management and development to translate customer needs into a better overall product, recognize trends in customer feedback and elevate issues within Google.

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 .

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.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.