Full Job Description
Bachelor's degree or equivalent practical experience.
5 years of experience in program management, market research, or survey analytics.
Experience leading and delivering multiple customer programs.
Experience building relationships with senior stakeholders and influencing their decision-making.
Master's or PhD degree in business, psychology, or related field.
Experience interpreting and communicating survey and experience data to various audiences, including executives and technical people.
Ability to think strategically and balance a broad range of internal and external factors when identifying problems, proposing solutions, and making decisions
Ability to identify new opportunities, drive collaboration, and deliver high-quality, complex projects across teams.
Passion for data.
About the job
The Customer and Partner Experience team represents Google Cloud’s collective customers across various industries and global regions, ensuring that the broader organization is unified in resolving customer challenges. Working across Engineering, Marketing, Sales, Services, and Support, the team identifies and resolves “blockers” that hamper the effectiveness of Google Cloud and make the engagement with Google less easier for our customers. Through collecting customer data via surveys, roundtables, customer gatherings, etc., the team uses it to identify and alleviate customers’ biggest challenges in working with Google Cloud.
As the Program Manager for Customer and Partner Experience, you will partner closely with survey researchers and own end-to-end implementation of programs based on customer feedback that encompasses Google Cloud products across all segments and all regions. You will build the connection points across multiple organizations, including Product, Engineering, Sales, Professional Services, Partners, Marketing, and Support, to ensure that we are fully measuring the Customer Experience across the lifecycle and act as an advocate on taking actions on customer feedback. The role requires excellent organization, interpersonal, and stakeholder management skills.
Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers and developers see the benefits of our technology come to life.
Provide project management expertise to help deliver customer-centric survey programs throughout the customer lifecycle at scale.
Work with survey researchers, business owners, and cross-functional stakeholders to drive implementation tasks for new and updated surveys.
Build connections with stakeholders within the business and regularly engage cross-functional teams to take action on insights and drive measurable improvements.
Assist with coordination and collaboration of survey/data owners across the company to develop a strategic customer-feedback ecosystem.
Develop and maintain trackers for current feedback mechanisms, actions taken, etc. to ensure that the landscape of Google Cloud feedback is fully documented.
At Google, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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 this form.