Senior Program Manager, Customer Interaction Management Solutions

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Minimum qualifications:

Bachelor’s degree in relevant subjects including Business, Technology or the Sciences or equivalent practical experience

10 years of Project Management experience

Operations management, especially within contact centers or high-availability environments.

Preferred qualifications:

Master’s or PhD in Computer Science, Business Management or related subject.

Experience of customer support and contact centres third party software providers.

Experience in stakeholder management and dealing with engineering and customers.

Knowledge about Contact Center technology (e.g., Salesforce.com, BrightSpot, Intellum, Verint).

Problem solving, determination, negotiation and reasoning skills.

Strong communication skills, both written and verbally with influencing skills.

Set-up a horizontal discipline within the team to take ownership of Production Support and Operations for the CIMS (Customer Interaction Management Solutions) capabilities, pre- and post-deployment.

Ensure that CIMS capabilities are always available, responsive and remain at a high-quality, robust control/compliance and low risk and are prepared for disaster recovery and business continuity.

Ensure we are meeting the needs of our user groups. Be the first point of call for defect identification, user feedback, and supporting any issues reported with any newly deployed third-party solutions.

Partner with other Corporate Engineering teams.

Interface with third-party companies to coordinate issue management, quality, upgrades etc.

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 Technical Program Manager at Google, you’ll use your technical expertise to lead complex, multi-disciplinary projects from start to finish. You’ll work with stakeholders to plan requirements, identify risks, manage project schedules, and communicate clearly with cross-functional partners across the company. You’re equally comfortable explaining your team’s analyses and recommendations to executives as you are discussing the technical tradeoffs in product development with engineers.

Our goal is to build a Google that looks like the world around us ? and we want Googlers to stay and grow when they join us. As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company.

This critical role is part of the Customer Interaction Management Solutions (CIMS) Team, within Corporate Engineering (CorpEng) at Google. The purpose of CorpEng is to “build world-leading business solutions that scale a more helpful Google for everyone”. We are a diverse organization of professionals responsible for designing, building, implementing, and supporting all of Google’s internal and external customer support tools and systems.

In this role you will need some technical skills, but you’ll predominantly be focused on developing a strategy and plan, executing upon this plan and helping CIMS leaders to hold each team accountable to the requirements defined.

Google is and always will be an engineering company. We hire people with a broad set of technical skills who are ready to take on some of technology’s greatest challenges and make an impact on millions, if not billions, of users. At Google, engineers not only revolutionize search, they routinely work on massive scalability and storage solutions, large-scale applications and entirely new platforms for developers around the world. From Google Ads to Chrome, Android to YouTube, Social to Local, Google engineers are changing the world one technological achievement after another.

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