Technical Program Manager III, Cloud Billing Support

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 Technical Program Manager at Google, you’ll use your technical expertise to lead complex, multi-disciplinary projects from start to finish. You’ll work with stakeholders to plan requirements, identify risks, manage project schedules, and communicate clearly with cross-functional partners across the company. You're equally comfortable explaining your team's analyses and recommendations to executives as you are discussing the technical tradeoffs in product development with developers.

Billing support team is responsible for the following areas across Google Cloud Platform (GCP) and Google Workspace (GWS) and enable seamless collaboration with the vendor management organization to drive quality across multiple suppliers and sites for a fully vendorized operation, ensuring playbooks, documentation, training and other resources are effective and up-to-date. Support >90 active launches annually. Set and achieve motivated targets for deflection and contact rate reduction, requiring deeper engagement and influencing across multiple cross-functional products and other stakeholder teams. Build tools to proactively identify cases that may get escalated and require immediate attention. When major issues happen, collaborate with the program manager and developer to align on MSA comms, Agent comms, Corrections, etc (e.g., SLA credits). Build solutions, queries, and tools to scale the operation.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Canada: $170000 - $174000 (CAD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Own the global support strategy for one or more Cloud Billing Support areas.
• Lead support strategy for key product launches by understanding and influencing the product roadmap, anticipating customer issues, mitigating operational risks, and preparing support channels to resolve user issues while driving exceptional customer experiences.
• Maintain a pulse on user feedback as well as operational trends. Provide meaningful insights to product teams and executive stakeholders to improve the user experience, and lead continuous improvements in customer service and operations.
• Partner cross-functionally to analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows and tools. Deliver faster and better customer care experiences through automation and self service.
• Partner with product management and development to translate customer needs into a better overall product, recognize trends in customer feedback and escalate issues within Google.

Qualifications

Minimum qualifications:

• Bachelor's degree in a technical field, or equivalent practical experience.
• 5 years of experience in program management.
• 3 years of experience in data and analytics.
• Experience leading cross-functional projects with multiple stakeholders in a technology-focused environment.

Preferred qualifications:

• 5 years of experience managing cross-functional or cross-team projects.
• Experience in a cloud computing, technical support, incident management, or SRE environment.
• Familiarity with Google Cloud products, services, and support structures.
• Proficient data analysis tools such as SQL and Looker.