Technical Program Manager III, Cloud Billing Support

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.
• - 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.

Minimum qualifications:

Preferred qualifications:

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.