Google Looking For Program Manager, Support Engineering and Analytics at Palo Alto, CA Full Time

Minimum qualifications:
Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience

5 years of experience in a product, service, or support operations position

Experience with one or more of the following: service infrastructure, solution design, partner engineering, enterprise product support/deployment, software program management, product lifecycle management, and/or database analytics

Preferred qualifications:
5 years of experience reading and interpreting code (Protos, Java, C++, Python, etc.), or managing and configuring files

Interest in Healthcare

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.

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.

The Support Engineering and Analytics team connects all product, engineering, and deployment efforts to a sustainable operational model. The team integrates product support needs, builds processes, manages technical incidents, and provides technical acumen and analytical insights horizontally.

Our mission is to enable proactive and reactive service delivery and protect customer experiences while positively impacting product performance over time.

Google Health has made major advances in healthcare research, such as detecting eye disease more quickly and accurately than experts, planning cancer radiotherapy treatment in seconds rather than hours, and working to detect patient deterioration before it happens with electronic records.

Fundamental research is at the core of Google Health – the multidisciplinary team collaborates with partners to publish novel research in renowned scientific journals. They then work to apply this research into the medical field through clinical hardware and products developed in Google. Working alongside colleagues across Google, you’ll help make this vision a reality.

Responsibilities

Contribute to product maturation including defining service level objectives and development of technical and operational processes across support, product, and engineering teams.

Develop and improve Incident Management processes cross-functionally; manage essential support incident investigations, communications, coordination, and crisis response for the Customer Success team.

Effectively liaise between Product, Engineering, Deployment, and the Customer Support team on technical issues by developing deep domain and customer expertise.

Drive continuous improvement in technical aptitude at each level of operations through mentoring, coaching, and education programs.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.