Technical Program Manager III – Google – Waterloo, ON

Based in Waterloo, Ontario, this Technical Program Manager III role at Google Cloud puts you at the centre of one of the most complex and high-impact support operations in the industry. If you’re a seasoned program manager with a sharp eye for data and a track record of leading cross-functional initiatives, this position offers a compelling challenge: owning the global support strategy for Cloud Billing across Google Cloud Platform (GCP) and Google Workspace (GWS).

In this mid-level role, you’ll bridge the gap between technical teams, product managers, vendors, and executive stakeholders — translating customer insights into operational improvements and guiding support readiness for over 90 active product launches per year. It’s a role where analytical rigour meets strategic influence, and where the work you do directly shapes the experience of Google Cloud customers worldwide.

About the Role: Technical Program Manager III, Cloud Billing Support

At the heart of this position is program ownership — you’ll be responsible for the global support strategy for one or more Cloud Billing areas. That means staying ahead of product roadmap changes, anticipating customer issues before they escalate, and preparing support channels to handle user concerns efficiently. You’ll lead support readiness for key product launches, influence product direction, and work closely with developer and program management teams when major billing incidents occur — from aligning on agent communications to managing SLA credit corrections.

Collaboration is central to this role. You’ll partner across product management, development, and vendor management organisations to analyse root causes of process errors, build mitigation strategies, and recommend workflow improvements. Whether you’re querying data with SQL or building dashboards in Looker, your insights will inform decisions at both the operational and executive levels, while your leadership drives automation and self-service solutions that scale the operation.

Benefits and Salary

Google offers a competitive compensation package for this role. The stated salary range is $170,000 – $174,000 CAD, plus a 15% bonus target, equity, and a comprehensive benefits package. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. Google is known for its extensive employee benefits — visit Google’s careers page to learn more about what’s included.

Responsibilities

This role demands both strategic thinking and hands-on execution. As a Technical Program Manager focused on Cloud Billing Support, you’ll be expected to lead from the front — managing complex, multi-stakeholder initiatives while keeping a close eye on user feedback, operational trends, and the technical health of billing systems. Here’s what the day-to-day looks like:

• Own the global support strategy for one or more Cloud Billing Support areas, ensuring coverage, quality, and continuous improvement across GCP and GWS
• Lead support readiness for key product launches by understanding the product roadmap, anticipating customer issues, mitigating operational risks, and preparing support channels
• Monitor user feedback and operational trends, providing meaningful insights to product teams and executive stakeholders to drive continuous improvements
• Partner cross-functionally to analyse root causes of process errors, build mitigation strategies, and recommend changes in workflows and tooling
• Drive automation and self-service solutions that deliver faster and better customer care experiences at scale
• Collaborate with product management and development to translate customer needs into product improvements, recognising trends and escalating issues appropriately
• Build tools, queries, and solutions to proactively identify cases at risk of escalation and to scale billing support operations
• Align on major incident communications — including MSA comms, agent communications, corrections, and SLA credits — in close coordination with developers and program managers

Requirements / Skills

Google is looking for a candidate who brings a strong blend of technical program management expertise and data-driven decision-making. You should be equally comfortable presenting to executives and digging into complex datasets. Cross-functional leadership and clear communication are non-negotiable in this environment.

• Bachelor’s degree in a technical field, or equivalent practical experience
• 5 years of experience in program management, with demonstrated ability to manage complex, multi-disciplinary projects
• 3 years of experience in data and analytics, with the ability to derive actionable insights from large datasets
• Cross-functional project leadership — proven experience working with multiple stakeholders in a technology-focused environment
• 5 years managing cross-functional or cross-team projects (preferred), ideally in cloud computing, technical support, incident management, or SRE environments
• Familiarity with Google Cloud products, services, and support structures is a strong asset
• Proficiency with data analysis tools such as SQL and Looker to build queries, dashboards, and operational reports
• English proficiency is required for all Google roles to support efficient global collaboration

How to Apply

To apply, visit the official Google Careers posting using the link below. Make sure your resume is up to date and tailored to the program management and data analytics requirements outlined in this posting.

Share This Opportunity

Know someone who might be interested? Share this job posting and help them join Google in Waterloo.