Google is seeking a Program Manager to support the Google.org Google for Nonprofits team, which provides product resources and offerings to nonprofit organizations worldwide. The role bridges daily operational support with AI-driven engineering initiatives by leading automation pilots, monitoring data quality, optimizing support workflows, and overseeing human-supported and automated systems.
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](https://productexperts.withgoogle.com/). 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
Qualification
Required
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
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
