Customer Support Program Manager, Google Store Retail

Customer Support Program Manager, Google Store Retail

corporate fare Google place Mountain View, CA, USA

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Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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Minimum Qualifications :

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program or project management.

Preferred Qualifications :

• 5 years of experience managing cross-functional or cross-team projects.
• Experience providing a high-level of service to internal and external customers in a retail support environment.
• Ability to multitask competing priorities and shift focus as determined by the changing needs of the business.
• Ability to identify a problem and use systems processes to create an effective solution.
• Excellent problem solving skills.

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 Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company.

Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

The Retail Operations is the driving team behind bringing Google's hardware products and services directly to consumers through a first-party physical retail store experience.

Our mission is to create engaging and informative spaces where customers can explore, learn about, and purchase the latest Google technology.

The Retail Operations team is dedicated to delivering exceptional retail experiences that showcase the best of Google's hardware products and services.

We are passionate about innovation, customer satisfaction, and operational excellence.

Responsibilities

• Partner with cross-functional teams to plan and deliver programs, capabilities, and systems that contribute to the in-store customer support / repair operations function.
• Monitor service inventory run rates and set inventory thresholds to drive an optimal in-store experience for our customers and in-store teams.
• Provide daily operational support for employees and track / reroute inquiries to the correct cross-functional business partners.
• Develop and update policies and procedures that support customer support and repair operations in Google’s network of first-party retail store locations.
• Support and assist store teams in the successful execution of critical activities such as new store openings, product launches, and seasonal campaigns.

Compensation

The US base salary range for this full-time position is $139,000-$207,000 + 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 salaries for the position across all US locations.

Equal Opportunity Employer

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.

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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