Lead a global 24/7 technical support team of Program Managers, establishing the strategic direction and priorities while fostering continuous technical development and operational excellence to ensure excellent customer service.
Partner cross-functionally with Product and Engineering to advocate for customers through data-driven insights, identifying key innovation opportunities and escalating critical product or operational issues within organization.
Manage high-impact production incidents in real-time alongside Engineering and SRE, while collaborating with local Sales and Operations teams to track and further enhance overall program performance and efficiency.
Establish the governance and communication standards to drive executive decision-making, mitigate dependencies, and manage a program portfolio targeting significant business impact and organizational resource stewardship.
Drive strategic change management to increase program velocity across multiple teams, ensuring organizational gains and the effective deployment of both human and machine resources.

Technical Program Manager, Google Cloud Business Platforms, Production Support

Job Description