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Program Manager, Repair Experience (Japanese)

Program Manager, Repair Experience (Japanese)

1 Week ago • 5-10 Years • Operations

About the job

3 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

account-management

cross-functional

Job Description

This Program Manager role at Google focuses on enhancing the after-sales repair experience for consumer hardware in Japan. You will collaborate with local service vendors, telecom providers, and internal Google teams. Responsibilities include driving operational excellence, improving customer satisfaction, negotiating vendor agreements, and analyzing performance data to identify and implement improvements. The role requires fluent Japanese communication to effectively interact with local partners and stakeholders. You will be instrumental in ensuring efficient and timely product returns and repairs, aligning Japanese operations with Google's global strategy. Success in this role requires strong project management skills and a deep understanding of the consumer electronics service industry.

Must have:

5+ years in consumer electronics service operations
Fluent Japanese communication
Cross-functional project management experience
Drive operational excellence and improve customer experience
Manage vendor relationships and performance

Good to have:

10+ years in consumer electronics service operations
Experience negotiating vendor agreements

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
5 years of experience in service operations within the consumer electronics industry.
Ability to communicate in Japanese fluently to interact with local partners and stakeholders.

Preferred qualifications:

10 years of experience in service operations within the consumer electronics industry.
5 years of experience managing cross-functional or cross-team projects.

About the job

In this role, you will play an essential part in ensuring a seamless and positive after sales experience for our customers. You will work with local service vendors, telecom providers and collaborate with teams across Google to drive operational excellence and deliver support.

Responsibilities

Drive Google's consumer hardware service operations in Japan, aligning it with our global strategy.
Improve the customer experience for product returns and repairs, ensuring efficient and timely service.
Lead relationships with local service vendors, including agreement negotiations, performance monitoring, and the launch of new operational capabilities.
Assist with day-to-day account management of our telecom customers, including performance reviews, handling new requests, and resolving issues.
Analyze performance data to identify areas for improvement and implement strategies to improve customer satisfaction and enhance operations.

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About The Company

Google

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