The role: Program Manager, Reverse Supply Operations - Singapore
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.
Our goal is to build a Google that looks like the world around us — and we want Googlers to stay and grow when they join us. As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company.
Additional Role Description
The Networking Supply Chain (NOSCO) team’s mission is to responsibly and responsively execute the overall supply chain and commercial operations required to support our customers.
Within NOSCO, the Reverse Supply Operations team works closely with the other project managers and network engineering groups within Google to ensure the network stays up and running to deliver services efficiently. The team is responsible for response and delivery of replacement materials in support of network hardware failures.
Responsibilities

• Execute on incident, change, and problem management functions based on processes focused on remediating, communicating, and preventing service interruptions.
• Support a structured change management process within the company focused on allowing flexibility of service introduction while maintaining awareness of upcoming configuration changes.
• Support problem management processes that drive detection, reaction, and prevention methodology (ITIL-focused) and facilitates coordination between the technology and business teams.
• Coordinate the correlation of incidents and repeating events into problem management, and partnering with teams to reduce chronic issues. Perform root cause analysis and action plan documentation tracking for process enhancements across the technology and business teams.
• Work cooperatively with other groups to ensure audit and regulatory requests are met in a timely manner. Provide platform leadership with relevant information and recommendations regarding Incident trends and process improvement efforts.
  

• 5 years of experience in IT Service Management Incident, Problem, Change functions and Sustainability functions.
• 3 years of experience working in supply chain and reverse logistics in a technical or networking field.
• Experience with ITIL Processes (Incident, Change, and Problem Management).
  

• Advanced spreadsheet and SQL or relevant database experience.
• Demonstrated project management and communication skills, with high attention to detail.
• Excellent analytical, problem-solving, facilitation, and organizational skills. Ability to be focused and flexible under pressure.
• Business sense skillset with the ability to cultivate operational and business metrics for a reasonably complex product.
• Excellent customer service focus, with the ability to communicate with highly technical management teams.
• Ability to work with minimal guidance and a sense of accountability and oversight for complete project life cycle.