Real Time Operations Systems Program Manager, Google Cloud
corporatefare_ Google place Sunnyvale, CA, USA; Atlanta, GA, USA; +3 more; +2 more
Advanced
Experience owning outcomes and decision making, solving ambiguous problems and influencing stakeholders; deep expertise in domain.
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XApplicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Atlanta, GA, USA; Austin, TX, USA; San Francisco, CA, USA .
Minimum qualifications:
Bachelor's degree or equivalent practical experience.
7 years of experience in program management, product management, business operations, or strategy & operations within a global customer support or contact center environment.
Experience in Real Time Operations (RTO), Workforce Management (WFM) strategy, or managing support channel supply, demand, and staffing models.
Preferred qualifications:
Experience translating operational needs into technical system requirements.
Experience with data analytics, conducting trend analysis, and making critical decisions based on the data.
Experience presenting to and collaborating with senior stakeholders of the Director to VP level across a large, global organization.
Experience launching and scaling an enterprise-level real time operations system/tool.
Experience setting up, managing, and optimizing case management workflows and tooling (third-party or proprietary).
Proficiency working with SQL and connecting and summarizing large datasets to drive strategic decisions.
About the job
The Digital Support Experience team sits within Google Cloud Support and is responsible for influencing, owning, and enabling the deployment of critical support systems and tooling rollouts for our global FTE and vendor-managed Support Delivery teams. We prioritize, plan, implement, and measure the success of transformative support systems initiatives across the entire customer support journey.
This role sits at the critical intersection of support operations, product management, and systems strategy. You will be accountable for the lifecycle of the Real Time Operations (RTO) System, setting the strategic vision and roadmap. You will leverage deep expertise in workforce management and support operations to define the "why," "what," and "how" for our RTO tooling, ensuring it scales seamlessly as our support volume and channel variety continue to grow.
In this role, you will act as the essential bridge between our support operations and the technical teams that build the tools. Your impact will directly enable support delivery, workforce management, and our global operations center to monitor real-time supply vs. demand, track live and non-live channel health, react quickly to correct trends in operational KPIs and customer sentiment, and utilize automated interventions for timely customer service.
You will operate with significant autonomy, setting the RTO system roadmap, interacting with and driving alignment across senior leadership, and acting as the definitive subject matter expert for real time operations in our organization.
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.
The US base salary range for this full-time position is $158,000-$235,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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 aboutbenefits at Google (https://careers.google.com/benefits/) .
Responsibilities
Own the RTO system roadmap and lead the solution and technology strategy. Translate both immediate needs and the long-term business vision into concrete scope, business requirements, and delivery plans.
Identify bottlenecks, time-consuming inefficiencies, and manual RTO processes within our current operational setup. Define comprehensive business requirements for solving these challenges and drive technical solutions with engineering.
Serve as the definitive subject matter expert for RTO workflows and technical solutions, acting as the primary liaison between operational Support Delivery teams and internal Engineering partners.
Own the end-to-end delivery of the RTO solution. This includes partnering with Engineering, Operations, and Business Intelligence to drive the development lifecycle, manage scope and risk, and ensure on-time delivery.
Ensure the solution and strategy will scale as support volume increases, additional channels are added, and cases become more complex.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC\KnowYourRights\10_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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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 https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCPEEOPost.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.
