Content Innovation and Operations Program Manager

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

As a Program Manager on the Content Innovation and Operations (CIO) team, you will focus on managing and executing designated areas of operational programs, driving team-level improvements to business processes and operations, and partnering cross-functionally to achieve strategic goals across Google's support and knowledge ecosystems

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities

• Own designated areas of a program, managing one large or several small-to-mid-sized projects from inception to completion to ensure they stay on track and meet strategic goals.
• Drive team-level improvements to business processes, workflows, and overall support operations.
• Identify business needs, use cases, and key metrics to focus program priorities and develop robust, workflow-based solutions.
• Generate ideas required to solve highly ambiguous problems, taking full ownership of resulting solutions and enabling AI-readiness across support knowledge ecosystems.
• Partner cross-functionally to align project scopes, define decision principles, proactively resolve roadblocks, and establish metrics tracking frameworks aligned with team OKRs.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 7 years of experience in a program management or stakeholder-facing role supporting operations.
  
• 7 years of experience analyzing data and generating business insights.
  
• Experience working with teams in content strategy, knowledge management, knowledge design, or related project or program management.

Preferred qualifications:

• MBA or Master's degree in a related field or CSCMP certification.
  
• 7 years of experience using data analysis to drive decision making.
  
• 7 years of experience building relationships with stakeholders or clients.
• Experience with AI-enabled tools for content production and distribution.
• Excellent problem-solving skills with the ability to apply structured thinking and logic to your work and provide solutions to challenges.