Technical Program Manager III, Cloud Billing Support

Google; Southwestern Ontario; On-site; CAD 170,000 - 174,000; Full time

Benefits offered by this job

Equity

Job summary

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. As a Technical Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish, coordinating with stakeholders across product, engineering, and support to plan requirements, identify risks, manage schedules, and communicate clearly with executives and developers.

Billing support initiatives span Google Cloud Platform and Google Workspace, focusing on scalable

Qualifications

• 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.

Responsibilities

• 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 escalated issues within Google.

Skills

Program management

Cross-functional leadership

Data analysis

Education

Bachelor's degree in a technical field

Tools

SQL

Looker

Job description

This posting is for a new vacancy.

Google utilizes AI tools to assist in assessing candidates in our hiring processes.

Minimum qualifications

• 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.

Canada: $170000 - $174000 (CAD) + 15% bonus target + equity + benefits

Responsibilities

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 escalated issues within Google.

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 .