Real Time Operations Systems Program Manager, Google Cloud

Real Time Operations Systems Program Manager, Google Cloud

The Digital Support Experience team sits within Google Cloud Support and is responsible for influencing, owning, and enabling the deployment of critical support systems and tooling rollouts for our global FTE and vendor-managed Support Delivery teams. We prioritize, plan, implement, and measure the success of transformative support systems initiatives across the entire customer support journey.

This role sits at the critical intersection of support operations, product management, and systems strategy. You will be accountable for the lifecycle of the Real Time Operations (RTO) System, setting the strategic vision and roadmap. You will leverage deep expertise in workforce management and support operations to define the "why," "what," and "how" for our RTO tooling, ensuring it scales seamlessly as our support volume and channel variety continue to grow.

In this role, you will act as the essential bridge between our support operations and the technical teams that build the tools. Your impact will directly enable support delivery, workforce management, and our global operations center to monitor real-time supply vs. demand, track live and non-live channel health, react quickly to correct trends in operational KPIs and customer sentiment, and utilize automated interventions for timely customer service.

You will operate with significant autonomy, setting the RTO system roadmap, interacting with and driving alignment across senior leadership, and acting as the definitive subject matter expert for real time operations in our organization.

Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

The US base salary range for this full-time position is $158,000-$235,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

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