7 days old
2018-01-132018-02-10

Project Manager

Sunnyvale, CA 94089
  • Job Code
    595999
  • Payrate
    $30 To $37

Project Overview:


Google's projects, much like our users, span the globe and require managers to keep the big picture in focus. As a Customer Support Lead, you will lead complex, multidisciplinary projects. This includes building a timeline, managing schedules, identifying risks and clearly communicating goals to project stakeholders. Your projects often span offices and time zones - it's your job to keep all the players coordinated on the project's progress and deadlines.


The ideal candidate for this position is responsible for the daily maintenance and administration of all CS tools. He or she is also the primary liaison between Google Cloud Certifications and Google XFN teams managing these tools. In addition, the successful candidate works closely with the product specialists, project owners and sponsors, and the launch team to scope any updates to existing tools or new tools that may be required to support launch or continuous improvement efforts impacting customer support functions. Finally, the candidate will be responsible for the creation of internal documentation (SOPs, rundowns, troubleshooting guides) and similar content to support internal content needs for customer support representatives.


This position requires a self-starter who is comfortable assessing and configuring workflows and tools, and can use high impact communication to influence for results. We are looking for a candidate with considerable customer support experience and a strong project management background.


Overall Responsibilities:


Understands and works cross-functionally with various internal stakeholders to identify the critical success factors


Partners with the Content Manager in the creation and management of internal documentation (SOPs, rundowns, troubleshooting guides) and similar content to support systems and product launches


Escalates when appropriate on potential roadblocks and follows up in a timely, committed manner


Top 3 Daily Responsibilities:


End to end ownership of all customer support systems and internal & external help center configurations; primary XFN liaison to system developers


Leads all scoping and implementation efforts impacting customer support tools as well as internal & external help center configurations


Ensures a consistent and timely completion of all launch readiness activities from a systems and tools perspective


Required Skills:


Bachelor's degree required in Business Administration or related field


Minimum of 2 years Customer Support operations required


Experienced liaison between Product, Engineering, and Operations


Demonstrated capability at project/process implementations


Proven track record of testing and assessing new process impact to existing systems and tools


Strong written, verbal, and presentation skills required, particularly for rollout and SOP documentation


Ability to write and influence messaging on high impact customer facing communication


Customer-focused mentality


Nice to have Skills (not required):


Project Management experience preferred

Categories

  • Information Technology

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Project Manager

Randstad Technologies
Sunnyvale, CA 94089

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Randstad Technologies
Sunnyvale, CA
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