Program Manager, Global Repair Operations

Job Description

Company: Google
Location: Gurugram, Haryana, India; Bengaluru, Karnataka, India
Job Type: Full-Time
Experience: 8 – 10 Years
Education: Bachelor’s degree or equivalent practical experience
Expected Salary: ₹15 – ₹66 Lakhs per year (actual compensation may vary)
Job Category: Information Technology, Project Management, Customer Service
Website: website info
Contact: Contact us

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About the Role:

As Program Manager for Global Repair Operations, you will lead Google’s consumer
hardware returns and repair processes across India, aligning local operations with global
strategy. You’ll drive improvements to customer experience, manage relationships with
service partners, and roll out new operational capabilities—all while ensuring schedules,
budgets, and KPIs are met.

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Key Responsibilities:

• Operations Leadership: Design, launch, manage, and scale repair and reverse
  logistics operations to meet agreed service levels and budgets.
• Vendor Management: Negotiate agreements and oversee performance of local
  repair service providers, ensuring consistent quality and timely service.
• Data-Driven Optimization: Analyze operational and customer satisfaction data
  to identify improvement areas, implement process enhancements, and optimize
  costs.
• Cross-Functional Collaboration: Partner with regional and global teams—
  including Supply Chain, Customer Support, and Engineering—to develop and
  execute innovative repair programs.
• Customer Experience: Champion initiatives to simplify return and repair
  workflows, driving higher satisfaction and faster turnaround for end users.
• Strategic Planning: Define roadmaps and operational policies that support
  Google’s broader hardware service objectives and market expansion.

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Requirements:

→ Minimum Qualifications:
o Bachelor’s degree or equivalent practical experience.
o 8+ years in supply chain or operations management, specifically in
consumer electronics returns and repair.
o Demonstrated program management expertise, driving complex, cross
functional initiatives.
o Proven ability to design and scale operations within defined schedules,
budgets, and performance targets.
o Strong problem-solving skills with the ability to identify root causes and
implement effective solutions.
→ Preferred Qualifications:
o Experience managing large, diverse teams and external vendor networks.
o Background in process improvement, performance management, and cost
negotiations.
o Excellent data analysis capabilities, with experience translating metrics
into actionable insights.
o Outstanding communication skills for engaging executive stakeholders
and cross-functional partners.
o Customer-focused mindset and demonstrated business acumen in high
growth environments.