Program Manager I, Generative AI, Google.Org

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. The Google.org Google for Nonprofits (G4NP) team applies Google’s product resources to promote progress and expand opportunities for eligible nonprofits worldwide. Through G4NP, the team serves hundreds of thousands of organizations annually with access to product donations and offerings, including Google Workspace for Nonprofits, Google Ad Grants, YouTube Nonprofit features, and Google Maps Platform credits As an Engineering Program Manager I (AI Operations and Support), you will bridge the gap between daily operational support and G4NP’s AI-driven engineering initiatives. In this role, you will transition operational processes away from manual routines by leading localized pilots of new automated tools, monitoring data quality across AI-powered support workflows, and overseeing operations to ensure automated and human-supported systems function seamlessly. In this role, key performance expectations focus on optimizing efficiency, maintaining quality and accuracy, and enhancing customer satisfaction. You will streamline support workflows to optimize turnaround times, uphold rigorous standards of precision across all automated and human support touchpoints, and directly improve overall user experience and partner satisfaction metrics across our nonprofit community. Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $108000 - $153000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google .

Own the end-to-end publication and continuous optimization of foundational data systems and knowledge bases. Ensure these self-service resources and vendor workflows are fully optimized and maintained, serving as the trusted truth for seamless future AI integrations. Execute revised standard-operating procedures (SOPs) for the vendor teams (G4NP, Ads customer support vendors, Workspace customer support vendors). Coordinate the transition away from Ad Grants Certified professional community toward those agencies into  Google Product Expert program . Create a new workspace for nonprofits product expert badge and onboard relevant organizations. Execute manual QA sampling, analyze daily quality-control metrics with extended resource team leads to ensure the highest standard of support and maintain SLA targets. Manage day-to-day product activation and cases operations, maintain oversight on active caseloads, and execute manual Human-in-the-Loop (HITL) triage for complex executive escalations.

Minimum qualifications: Bachelor's degree or equivalent practical experience. 1 year of experience in program or project management. Experience working with generative AI tools, prompt design, or conversational AI logic. Experience analyzing operational performance metrics (e.g., using SQL, dashboards, or spreadsheet modeling) to identify system friction and drive workflow improvements. Preferred qualifications: Master's degree or equivalent practical experience. Experience evaluating AI output quality, establishing data governance, or overseeing human-in-the-loop (HITL) quality control models. Background working with third-party vendor partners, managed service providers, or outsourced support teams to implement process changes and new tool adoption. Familiarity with nonprofit technology ecosystems, customer support