Bachelor's degree or equivalent practical experience.
7 years of experience in Workforce Management (WFM), resource management, strategic capacity planning, or business operations within a global support or technology organization
Experience developing headcount models, managing approval governance, or leading operational sizing for multi-regional teams.
Experience with Google Workspace tools (Google Sheets for data modeling, Slides for executive decks, and Docs for narrative proposals).

Preferred qualifications:

MBA or Master's degree in a related field or CSCMP certification.
Experience shaping job families, role architectures, and skills frameworks during business or technological transformations.
Familiarity with collaborating with BI/Engineering teams to automate reporting workflows, data pipelines, and operational dashboards.
Strong organizational skills with the ability to manage competing priorities across global, cross-functional teams.
Proven track record of presenting complex workforce models and strategic trade-offs to senior directors and VP-level stakeholders.

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.

As a Business Planning and Workforce Manager, you will drive the strategic, operational, and organizational design of our global support workforce. Sitting at the intersection of operational delivery, resource planning, and workforce architecture, you will lead leadership-level headcount (HC) governance, establish robust supply-demand models, and architect future-ready role designs as our delivery model shifts toward AI-assisted operations.

You will partner closely with executive leadership, support delivery pillars, and data engineering teams to transition headcount allocation from purely volume-driven models to comprehensive workforce planning—incorporating program staffing, enablement, and evolving job architectures.

Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible. We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them. We keep our networks up and running, ensuring our users have the best and fastest experience possible.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

Canada: $142000 - $145000 (CAD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

Lead end-to-end headcount approvals, regular reporting, and executive reviews. Partner with Finance, HR, and Pillar Leads to maintain a synchronized single source of truth for budgeted and actual headcount, providing variance analysis, risk assessments, and hiring velocity tracking.
Build resourcing models for volume (case/real-time) and non-volume (project/enablement) environments. Translate strategic initiatives into explicit staffing plans, establishing baseline work drivers and scalable operational sizing standards across support tiers.
Define Cloud Support's job architecture, role boundaries, job families, and career expectations. Architect emerging roles, determine human-in-the-loop specializations, and model capacity dividends from AI deflection to streamline handoffs.
Partner with data engineering to automate headcount reporting, roster reconciliation, and forecasting dashboards. Design standardized metrics, capacity alerts, and self-serve operational views for stakeholders.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.