Program Manager, Store Repair Operations

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program or project management.
• Experience in coordinating cross-functional initiatives or process development within a supply chain, operations, or engineering organization.

Preferred Qualifications:

• 10 years of experience in service operations within the consumer electronics industry.
• Ability to communicate in English and Japanese fluently to support client relationship management in this region.

About The Job

In this role, you will play a key part in ensuring a seamless and positive after sales experience for the customers. You will work with local service vendors, telecom providers and collaborate with teams across Google to drive operational excellence and deliver world-class support.

The Platforms and Devices team encompasses Google's various computing software platforms across environments (desktop, mobile, applications), as well as our first party devices and services that combine the best of Google AI, software, and hardware. Teams across this area research, design, and develop new technologies to make our user's interaction with computing faster and more seamless, building innovative experiences for our users around the world.

Responsibilities

• Help drive Google's consumer hardware service operations in Japan, aligning it with the global strategy.
• Improve the customer experience for product returns and repairs, ensure efficient and timely service.
• Lead relationships with local service vendors, including contract negotiations, performance monitoring, and the launch of new operational capabilities.
• Assist with day-to-day account management of the telecom customers, including performance reviews, handling new requests, and resolving customer issues.
• Analyze performance data to identify areas for improvement and implement strategies to improve customer satisfaction and optimize costs.