Program Manager, Global Repair Operations

Google; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company is seeking a highly motivated Program Manager to oversee complex projects in consumer hardware services. This role involves coordinating cross-functional teams to enhance customer support and drive operational excellence across Europe. The successful candidate will leverage data-driven strategies to improve service experiences and manage relationships with local vendors.

Qualifications

• 5 years of experience in program or project management.
• 5 years of experience managing cross-functional projects.

Responsibilities

• Lead complex, multi-disciplinary projects from start to finish.
• Help drive Google's consumer hardware service operations in UK/EU.
• Analyze performance data to identify areas for improvement.

Skills

Project Management

Data-driven Approach

Cross-functional Collaboration

Service Operations

Performance Analysis

Education

Bachelor's degree or equivalent practical experience

Job description

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Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program or project management.
• Experience in service operations, in reverse logistics and retail.

Preferred qualifications:

• 5 years of experience managing cross-functional or cross-team projects.
• Ability to utilize a data-driven, results-oriented approach.

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.

We deliver service experiences that fuel customer love for Google hardware. We are seeking a highly motivated and experienced individual to help us expand Google's consumer hardware service operations in EMEA.

In this role, you will play a key part in ensuring a seamless and positive after sales experience for our customers. You will work closely with local service vendors, telecom providers and collaborate with teams across Google to drive operational excellence and deliver exceptional support.

Responsibilities

• Help drive Google's consumer hardware service operations in UK/EU, aligning it with our global strategy.
• Improve the customer experience for product returns and repairs, ensuring efficient and timely service.
• Lead relationships with local service vendors, including agreement negotiations, performance monitoring, and the launch of new operational capabilities. Collaborate with regional and US teams to develop innovative programs that enhance the customer support experience.
• Assist with day-to-day account management of our telecom customers, including performance reviews, handling new requests, and resolving customer issues.
• Analyze performance data to identify areas for improvement and implement strategies to improve customer satisfaction and optimize costs.