Program Management Lead

Google Operations Center; India; On-site; INR 4,000,000 - 6,500,000; Full time

Benefits offered by this job

Competitive wages with comprehensive健康

Family leave policies: baby bonding, 6

Free onsite meals and snacks

Job summary

Google Operations Center in India seeks a QA Program Manager to lead global quality initiatives across workflows. You will serve as the point of contact to execute the org transformation program, elevate capabilities, centralize governance, and establish best practices with cross-functional partners.

Responsibilities include centralizing governance, owning the Global Quality Dashboard, delivering the QA transformation program, shaping AI/automation roadmaps with ITO/PA, and communicating updates

Qualifications

• BA/BS degree or equivalent practical experience in program, project or product management.
• 10+ years of experience in Quality Assurance with demonstrated experience in QA frameworks.
• At least 5 years of experience in customer support and understanding of customer experience frameworks.
• Analytical mindset with ability to lead transformational process improvements.
• Program/Project/Product Management skills and proven delivery of global projects.

Responsibilities

• Centralize governance standards and adherence checks across workflows.
• Owns the Global Quality Dashboard BRDs and standardize metrics.
• Manage multi-year QA transformation program rollout.
• Define org-specific AI & Automation roadmap with ITO/PA stakeholders.
• Provide operational updates to Google and GOC leaders through QBRs/MBRs and reviews.
• Define QA strategy for new programs; develop QA frameworks for new and existing programs.
• Establish organizational best practices and standardization across the org.

Skills

Communication skills

Analytical mindset

Program/Project Management

Education

BA/BS degree

Job description

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview

As the QA Program Manager, you are at the center of a top priority Quality programs for GOC across a breadth of workflows. You will act as the PoC to execute the org transformation program, uplevel org capability, centralize specialized technical enablement and Governance for the QA org, and establish org-wide best practices by working with several xFN stakeholders - both internal & external.

Position Responsibilities

Closely partner with GOC QA leads and Workflow leads to:

• Centralize Org Governance : Establish global governance standards and ongoing process adherence checks (project precision maintenance) across workflows, to mitigate QA gaming/business risks, including the delivery of best practices for sampling and auditing.
• Data, Metrics & Insights : Owns the Global Quality Dashboard (GQD) BRDs, centralizing data views, standardizing metrics and AI-driven insights across verticals.
• QA Transformation Program Delivery: Manage the multi-year QA transformation program roll out Deliver a plan for upleveling QA programs across workflows.
• AI Implementation : Delivery of org-specific AI & Automation roadmap, in partnership with ITO/PA Stakeholders, including writing PRDs for QA tools/systems.
• Provide operational and strategic updates to Google and GOC leaders through QBRs, MBRs and other reviews.
• Define QA strategy for new programs; Develop QA frameworks for new and existing programs.
• Establish organizational best practices and implement standardization across the org.

Minimum Qualifications

• Excellent written and verbal communication skills
• Minimum BA/BS degree or equivalent practical experience with a strong record program, project or product management experience.
• 10+ years of experience in Quality Assurance with demonstrated experience in designing and implementing QA frameworks.
• At least 5 years of experience in customer support and a deep understanding of customer experience frameworks.
• Analytical mindset, with the ability to recommend and lead transformational process improvements.
• Program/Project/Product Management skills and proven delivery of global projects.

Preferred Qualifications

• Experience with technical projects and/or product management, and the ability to translate business requirements into PRDs.
• Six Sigma Green/Black Belt
• Experience in leading org-wide strategy and OKRs
• Highly responsible with the ability to prioritize high volumes of work

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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