Program Manager II, Customer Experience Operations, Google Store
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in program or project management.
- Experience developing and presenting data-driven recommendations.
- Experience working on datasets to identify trends and insights.
Preferred qualifications:
- 2 years of experience managing cross-functional or cross-team projects.
- Experience managing retail B2C (Business-to-Consumer) or Net Promoter Score (NPS) programs.
- Demonstrated ability to take ambiguous problems and structure them into clear goals and actionable plans.
- Excellent communication, and presentation skills with the ability to tailor messaging to various audiences, including executive leadership.
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.
This role is a Program Manager position on the operations team responsible for GStore/Fi customer interactions, directly responsible for the strategy, oversight, execution and evolution of multiple projects.
Google Store is our omnichannel, global retailer, leveraging the best of Google to help customers experience our award-winning devices and services. Our team is responsible for a vast portfolio that supports the entire customer journey, from product discovery to upgrading their next device. This portfolio includes the My Pixel app distributed with every Pixel phone, the Google Store global eCommerce platform, our leading edge retail point-of-sale system, and AI-driven algorithms for customer lifecycle management.
The Store team applies Google's AI to solve complex, real-world problems across our growing global footprint of online and brick-and-mortar storefronts. This ranges from AI-enhanced site operations to agentic AI shopping assistance, ensuring a seamless and intelligent experience at every touchpoint.
The Store team is committed to providing team members with the opportunity to build their applied AI skillset, so that we may ultimately help our customers connect with the best of Google.Responsibilities
- Define and prioritize changes to survey programs, data collection methodologies, and feedback channels to ensure timely, relevant and high-quality insights.
- Manage program escalations, unblock dependencies, and ensure alignment across related projects and teams.
- Develop and deliver compelling insights and recommendations to cross-functional partners (including Product, Engineering, UX, Marketing, Supply Chain, and Customer Support) and leadership.
- Collaborate with teams across the organization to initiate and drive projects and process improvements based on data insights, ultimately enhancing the customer experience.
- Serve as the primary point of contact and subject matter expert.
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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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