Program Manager, Quality and Training Effectiveness

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience analyzing data and generating business insights.
  
• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
• 7 years of experience in operations management, program/project management, vendor management, or management consulting.

Preferred qualifications:

• 7 years of Program Management experience, with a focus on technical implementations, operations strategy, or process improvement.
• Experience working with cross-functional technical teams (Engineering, Product, Data Science) to launch internal tools or automation features
• Experience applying AI/ML concepts or identifying opportunities for automation agents to solve business problems.
• Experience with SQL or data visualization tools to automate tasks or analyze data.
• Experience designing and executing multi-year operational roadmaps and strategies.
• Excellent communication skills, with the ability to translate technical complexities into clear business impacts.

About the job

The Quality & Training Effectiveness (QTE) team is a specialized unit within Agent Enablement and Global Vendor Operations dedicated to driving scalable, standardized, and sustainable operational outcomes. We function as a partner, bridging the gaps between siloed operations to reduce complexity and build a more resilient infrastructure that can adapt to future changes. By combining functional experience with technical depth, we focus on initiatives that amplify value across our global partner teams in Trust and Safety, Vendor Operations, and machine learning (ML) Ops. We operate on an engagement model designed to deliver consistent, high-quality results for time-bound programs rather than business-as-usual maintenance. Our mandate is to lead net new infrastructural changes and cross-domain collaborations that require extensive partnership with Engineering, Data Science, and vertical experts.

In this role, you will drive the design and execution of solutions that integrate specialized tools and processes, ensuring that our operations remain efficient and effective in a dynamic environment. The Quality and Training Effectiveness Team is evolving to meet the specialized needs of our business. You will have a strong operational background and technical aptitude to oversee the development and adoption of internal tools and automated features. You will bridge the gap between operational needs and technical execution, working side-by-side with internal technical teams to ship solutions that support our global operations. You will be responsible for defining operational requirements and partnering with engineering to design solutions that resolve issues, balancing innovation with practical implementation based on experience.

The US base salary range for this full-time position is $132,000-$194,000 + 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.

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.

Responsibilities

• Deliver cross-functional programs on time and to spec, specifically focusing on the integration of operations tooling and process automation.
• Oversee program execution by partnering with internal technical teams to ensure operational requirements are accurately translated into technical specifications and prioritized features.
• Identify opportunities to automate operational tasks and define the technical approach. Evaluate the trade-offs between different technologies.
• Identify opportunities and build relevant business cases to solve problems in a fast-moving, ambiguous space. Take ownership of mapping out solutions and driving them from concept to execution.
• Establish and scale human-in-the-loop processes that integrate new tools with existing workflows. Use data to track the performance of automated solutions and measure their impact on operational efficiency.