Head of Self-Service, Global Operations, Google Cloud Support

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Austin, TX, USA; Atlanta, GA, USA.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 10 years of experience in systems requirements analysis, workflow management, support management, and/or global program management.

• 5 years of experience in support or customer facing operations.

• Experience with enterprise-level Knowledge-Centered Support (KCS) and other Self-Service mechanisms.

Preferred qualifications:

• MBA or Master's degree in Business, Engineering, or Computer Science.
• 10 years of relevant business experience in technology leadership and/or customer facing operations.
• Experience collaborating with engineering, support, and product marketing organizations.
• Ability to develop and report on key business KPIs, grounding decisions in business analytics and metrics with the ability to generate and analyze reporting.
• Ability to adapt and lead through fast-paced, high-growth, and uncertain environments and the ability to design/execute on goals.
• Ability to communicate with executives, salespeople, and product managers using excellent communication and presentation skills.

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

The Support Operations team is focused on and committed to evolving the way we operate and scale support to meet our customer’s demands. As the Head of Self-Service, you will drive programs, transformative change, and a customer-first culture throughout the organization. You will guide and manage a team tasked with building Self-Service strategy, outlining requirements, and delivering technology transformation across CRM, troubleshooting tools, and Self-Service tech stacks. You will direct prioritization, implementation, and investment conversations with the Systems team to enable Self-Service. Your projects and impact will often span offices, time zones, and hemispheres.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Drive transformational change for supporting customers at scale, focusing on the delivery of an excellent experience using technology to digitize the journey and provide a more user-friendly experience.
• Drive the Self-Service strategy for Cloud Support. Partner with Engineering, Service Delivery, and other business stakeholders to define requirements for tooling and infrastructure to enable self-service.
• Rationalize and define meaningful self-service growth metrics to optimize for business results and communicate results, insights, and recommendations to executive leadership.
• Accelerate technology adoption as a differentiated competency including automation, AI, and growth tools.
• Ensure creation of Self-Service assets, inclusion of these assets into the customer user journeys, and partnership with the IT Systems team to implement solutions to the Support portals, CRM, and supporting tools infrastructure.

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.