Program Manager, Quality and Customer Experience Standards

The application window will be open until at least November 25, 2024. This opportunity will remain online based on business needs which may be before or after the specified date.Minimum qualifications:

• Bachelor's degree in Business or related field, or equivalent practical experience.
• 7 years of experience in a customer or client-facing role supporting logistics operations.
• 7 years of experience working in domestic and international environments managing vendors (i.e., suppliers, manufacturers) or Third-Party Logistics.
• 5 years of experience in quality management principles like COPC, Six Sigma, Total Quality Management.
  
  

Preferred qualifications:

• Quality Management certifications (e.g., COPC, Lean Six Sigma, or others).
• Experience in Operations, Support, or Customer Experience roles.
  
  

About The Job

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

In this role, you will be the leader of how Google optimizes logistics processes while incorporating current industry standards and best practices. You will be responsible for process improvement recommendations, change management, standardization of user documentation, creating processes that drive action and interacting with all partner teams. You will lead new project initiatives for the Americas server operations logistics, create Business Requirements Documents (BRD), work with key stakeholders, drive innovation, understand operational impacts, and create presentations/documents for the leadership team.

The US base salary range for this full-time position is $129,000-$191,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google .

Responsibilities

• Design and implement quality programs to improve performance and standardize quality practices across operations.
• Ensure quality compliance across all gUP operations capabilities.
• Track and report on program-level quality metrics, working to improve key performance indicators.
• Develop and implement customer experience strategies that prioritize customer needs and drive improvements.
• Partner with Google teams to develop automation strategies for quality workflows, assess tool needs, and support product launches.
  
  
  

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 .