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Google Customer Care Project Management Lead, Devices & Services in Mountain View, California

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience

  • 7 years of project management experience

  • 3 years of experience in the customer support field

  • Experience in a Contact Center operations environment

Preferred qualifications:

  • Strong leadership skills with the ability to influence for greater impact of shared goals

  • Strong prioritization, multitasking, problem-solving and organizational skills with great attention to details

  • Excellent written and verbal communication skills and proven ability to work effectively with all organizational levels

  • Ability to handle ambiguity, overcome challenges and scale effectively across a highly distributed organization in a fast-paced environment

  • Ability to articulate business needs or opportunities and recognize solutions leveraging financial acumen and statistical analysis

Google's projects, like our users, span the globe and require managers to keep the big picture in focus while being able to dive into the unique customer support challenges we face daily. As a Customer Care Project Management Lead, you'll maintain an overall customer support initiatives roadmap and enable all Customer Care projects. When needed, you'll lead or facilitate complex, multi-disciplinary projects using your customer support and program management expertise. You'll plan requirements with internal partners and key stakeholders and usher projects through the entire customer support lifecycle. This includes managing project schedules, identifying risks, and clearly communicating them to stakeholders. You're equally at home explaining your team's analyses and recommendations to executives as you are discussing the trade-offs on project priorities and risks within the team. You'll help maintain and evolve the long term support strategy.

Google's mission is to organize the world's information and make it universally accessible and useful. Our Devices & Services team combines the best of Google AI, Software, and Hardware to create radically helpful experiences for users. We research, design, and develop new technologies and hardware to make our user's interaction with computing faster, seamless, and more powerful. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, the Devices & Services team is making people's lives better through technology.

  • Manage the overall Customer Support roadmap including new or updated products, services, softwares, tools, and support initiatives

  • Drive roadmap intake process, initiative prioritization, metrics monitoring, impact to business assessments and communication of progress toward strategic goals

  • Help facilitate annual planning discussions to support the strategic roadmap with relevant resources and budget

  • Help periodically assess the Customer Care organization capability maturity

  • Build and manage relationships with key internal and external partners

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 this form.