Senior Program Manager - Product Support Strategy & Operations- #26-11709

We are seeking an experienced Senior Program Manager to drive product support strategy, launch readiness, user insights, and operational excellence for a fast-paced technology organization. This role sits at the intersection of Product, Support, Operations, Analytics, and User Experience, ensuring seamless product launches and continuous improvements across customer support channels., Launch Management & Readiness

• Lead end-to-end launch readiness activities across multiple support channels including Help Center, Community Forums, Social, and In-Product Feedback systems.
• Partner closely with Product Managers, Engineers, UX Researchers, Legal, and other product stakeholders to understand launch timelines, feature details, and user impact.
• Coordinate with cross-functional support teams including Content, Tools, Analytics, and Operations teams to ensure successful product launches.
• Conduct post-launch monitoring to identify emerging issues, escalate risks, and triage bugs to appropriate teams for resolution.

User Voice & Experience Insights

• Analyze user feedback from multiple channels including in-product feedback, support forums, community discussions, and social platforms to identify trends, bugs, and friction points.
• Translate user feedback into actionable insights that support data-driven decision-making and improve the overall user experience.
• Identify and prioritize support and experience improvements across customer-facing support channels.
• Advocate for product and process enhancements that proactively reduce user issues and improve self-service experiences.

Metrics Reporting & Operational Analysis

• Gather, track, and report operational and support performance metrics on a recurring cadence.
• Investigate performance anomalies, identify root causes, and drive restoration plans in partnership with cross-functional teams.
• Leverage analytics tools, dashboards, and AI-enabled capabilities to uncover insights and improve operational efficiency.

User Escalation Management

• Investigate, manage, and resolve user escalations in a timely and customer-focused manner.
• Monitor escalation trends and partner with relevant teams to implement preventative solutions.
• Use escalation insights to improve Help Center content, workflows, and support experiences to increase user self-service success.

The ideal candidate will bring strong experience in user support operations within tech organizations, exceptional cross-functional collaboration skills, and a data-driven approach to identifying and resolving user pain points. Experience working within large-scale technology ecosystems, particularly at Google, is highly preferred., * 5+ years of experience in Program Management, Product Support Operations, Customer Experience, or related functions within technology organizations.

• Hands-on experience supporting product launches and managing support readiness across multiple customer channels.
• Strong experience analyzing user feedback, identifying issues, and driving operational improvements.
• Proficiency with analytics, reporting tools, and AI-enabled workflows for support operations and insights generation.
• Excellent written and verbal communication skills, including executive-level presentations and stakeholder management.
• Ability to work independently in fast-paced, ambiguous environments while collaborating effectively across global teams.
• Strong problem-solving, prioritization, and organizational skills., * Prior experience working at or supporting Google environments/products.
• Experience working with Help Center platforms, community support ecosystems, and in-product feedback tools.
• Familiarity with support operations, content strategy, and cross-functional product operations.
• Experience leveraging AI tools and automation to improve support workflows and operational efficiency.