Quality Control Manager, Customer Support I

Quality Control Manager, Customer Support I

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. Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible. We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them. We keep our networks up and running, ensuring our users have the best and fastest experience possible.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience building relationships with stakeholders or clients.
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.
• 5 years of experience in managing warehousing and supply chain operations.

Preferred qualifications:

• Certification in operations Six Sigma, COPC or LEAN (or other relevant operations coursework).
• Experience with AI/ML tools/agentic solutions exposure.
• Experience with data and insights.
• Knowledge of SQL.

Responsibilities:

• Set up a future proof quality process in the agentic space, frameworks, measures, and report outcomes. Track and scale successes, root-cause problems in design/execution, and ensure business impact.
• Share quality assurance insights (systemic/outlier issues impacting customer experience).
• Drive standardization across delivery regions regarding process and methods to ensure consistency in experiences, KPI delivery, and leverage economies of scale.