(USA-NY-New York) Program Manager, Product Supportability, G Suite, Google Cloud Google
New York, NY

Job Description

Google Cloud teams work with schools, companies, and government agencies to make them more productive, mobile and collaborative. You will oversee all aspects of the Google Cloud sales process, improving it with your insightful data analysis, troubleshooting, and seamless cross-functional teamwork. Your strategies ensure that companies new to Google products get the highest quality customer support and that the Google Cloud program overall is kept on the cutting edge.

The G Suite Support team engages with customers across the globe through 1:1 support, online communities, and social outreach. Our team is the face of Google to many customers, and we are dedicated to creating a Google support experience that sets new industry standards, just like Google's products do.

As a Product Supportability Program Manager, you'll work with teams across Google to improve our customer's experience and strive to make our products better. You'll aggregate data and qualitative inputs and provide analytical insights that represent a non-biased voice of customers using G Suite. You'll advocate to leadership for engineering and tooling improvements that elevate the customer support experience. You'll identify requirements, organize project schedules, and identify risks to integrate support for new products services. You will also gain and maintain technical knowledge of G Suite products.

You will lead complex, and cross-functional programs using your operational, data analysis, and program management expertise to improve G Suite support. You'll plan requirements with customers and usher projects through the entire project lifecycle. You are equally at home explaining your team's analyses and recommendations as you are discussing the technical trade-offs in product development with engineers.

Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what's next for their business - all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers - developers, small and large businesses, educational institutions and government agencies - see the benefits of our technology come to life.