Program Management Lead - Quality Assurance

GOC Services India Private Limited; India; On-site; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Health care including medical, dental,

Parental leave (26 weeks birth-parent)

Free meals and onsite experiences

Job summary

Google Operations Center (GOC) seeks a QA Program Manager to drive the center of gravity for quality programs across multiple workflows. You will act as the point of contact to execute the transformation program, elevate org capability, centralize governance, and establish best practices with cross-functional partners.

You will lead the QA governance, metrics, AI-enabled insights, and PRD-driven tool strategies while reporting to GOC leadership through QBRs/MBRs.

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.

Responsibilities

• Centralize Org Governance: Establish global governance standards and ongoing process adherence checks across workflows.
• Data, Metrics & Insights: Owns the Global Quality Dashboard 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.
• AI Implementation: Delivery of org-specific AI & Automation roadmap, 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.

Education

BA/BS degree or equivalent practical experience

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

• 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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Company Culture

Join us in building something special at GOC, where we're creating the best possible journey for our customers and employees.

Google Operations Center is a unique company of problem-solvers, partnering with Google to provide support to their users and customers.

We believe an amazing customer experience begins with an amazing culture, and we help you be your best through leadership that listens, a culture of growth, and resources for wellbeing.

With locations from North America to Asia, we hope you'll explore opportunities in your corner of the world.