Program Manager I, Generative AI, Google.Org

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 tooling, or social impact initiatives.
• Proven ability to analyze structured data, identify patterns and translate raw data into actionable process improvements.
• Demonstrated ability to translate operational insights into technical requirements and product road map recommendations for engineering teams.

About the job:

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

Responsibilities:

• 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.