Program Manager II, Customer Experience Operations, Google Store

Program Manager II, Customer Experience Operations, Google Store Mountain View, CA, USA 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 customer feedback programs, including survey administration, issue triaging, and maturing reporting/dashboards. Track record of process engineering and utilizing data-driven insights to drive operational improvements. Familiarity with Content Management Systems (CMS) and interest or experience in applying GenAI/ML solutions to content operations. Excellent communication and stakeholder management skills, with the ability to translate technical requirements into business impact. Responsibilities Identify opportunities to integrate generative AI, machine learning, and automated solutions into content production workflows. Lead and execute a portfolio of operational and technology-focused projects. Manage project timelines, resources, and stakeholders to ensure successful delivery and technical scalability. Own and manage the end-to-end customer NPS survey program. Oversee survey administration, establish processes to triage and resolve operational issues surfaced by feedback, and mature reporting/dashboarding capabilities to deliver actionable insights to stakeholders. Design and run pilot projects or experiments to test new technology hypotheses and operational models. Analyze performance data and user feedback to inform technology roadmaps. Salary and Benefits US: $132,000 - $190,000 (USD) + 15% bonus target + bonus + equity + benefits Individual pay is determined by factors including job-related skills, experience, and relevant education or training. 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. As a Program Manager, you will be 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. Equal Employment Opportunity Statement 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 regarding 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. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire. English Proficiency 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. Recruitment Agencies To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes. Equity Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right. #J-18808-Ljbffr Google Inc.