About the job

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.

As the Repair Operation Program Manager, you will be responsible for managing key third-party walk-in center partnerships, including contract negotiations and performance management. You will oversee the successful launch and scaling of repair programs to ensure a seamless experience for customers.

Google Store is our omnichannel, global retailer, leveraging the best of Google to help customers experience our award-winning devices and services. Our team is responsible for a vast portfolio that supports the entire customer journey, from product discovery to upgrading their next device. This portfolio includes the My Pixel app distributed with every Pixel phone, the Google Store global e Commerce platform, our leading edge retail point-of-sale system, and AI-driven algorithms for customer lifecycle management.

The Store team applies Google's AI to solve complex, real-world problems across our growing global footprint of online and brick-and-mortar storefronts. This ranges from AI-enhanced site operations to agentic AI shopping assistance, ensuring a seamless and intelligent experience at every touchpoint.

The US base salary range for this full-time position is $159,000-$231,000 + 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.

The Store team is committed to providing team members with the opportunity to build their applied AI skillset, so that we may ultimately help our customers connect with the best of Google.

Responsibilities

• Drive Google's consumer hardware service operations, aligning it with the global strategy.

• Lead relationships with local service vendors, including contract negotiations, performance monitoring, and the launch of new operational capabilities.

• Analyze performance data to identify areas for improvement and implement strategies to improve customer satisfaction and optimize costs.

• Lead, mentor, and develop a high-performing team of repair technicians and support staff, including managing staffing levels and scheduling to optimize efficiency.

• Collaborate with regional and US teams to develop innovative programs that enhance the customer support experience.

Minimum qualifications

• Bachelor’s degree in supply chain management, industrial engineering, business analytics, a related field, or equivalent practical experience.

• 5 years of experience in program or project management.

• Experience in supply chain management within a retail sector or consumer hardware operation environment.

• Experience with reverse logistics and repair operations management.

Preferred qualifications

• 5 years of experience managing cross-functional or cross-team projects.

• Experience managing consumer electronics repair and service operations, including first-party and third-party service networks.

• Experience performing ROI analysis with knowledge of operational processes, including logistics, analytics, and reverse logistics.

• Experience with performing advanced data modeling and analysis in a fast-paced environment.

• Experience managing vendor relationships and expense for parts and warranties.