Program Manager, Repair Experience (Japanese)

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 closely 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.