Program Manager II, Customer Experience Operations, Google Store

Program Manager II, Customer Experience Operations, Google Store

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

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 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.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $132000 - $190000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google.

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.