Business Planning and Workforce Manager, Google Cloud

3 days ago

Waterloo, Canada Google Full time

**Minimum qualifications**:

- Bachelor's degree or equivalent practical experience.
- 7 years of experience in a customer or client-facing role supporting logistics operations.
- Experience generating and analyzing reports around operations, capacity planning, or scheduling.
- Experience in global program management.

**Preferred qualifications**:

- Experience collaborating with executive stakeholders across a large, global organization, and presenting insights to leadership.
- Experience in a consulting organization in technology practice.
- Ability to influence without direct authority and drive change.
- Ability to operate with flexibility in a fluid, constantly evolving, and collaborative environment.
- Excellent problem-solving and investigative skills, including modeling and presentation skills with proficiency in Sheets, SQL, and Workforce Management (WFM) software (e.g., Verint, Nice, Assembled).

About the job
Google Cloud teams work with schools, companies, and government agencies to make them more productive, mobile and collaborative. You will oversee all aspects of the Google Cloud sales process, improving it with your insightful data analysis, troubleshooting, and seamless cross-functional teamwork. Your strategies ensure that companies new to Google products get the highest quality customer support and that the Google Cloud program overall is kept on the cutting edge.
The Google Cloud Support team helps customers solve technical issues. We engage customers across the globe through online communities, outreach, and one-on-one support. We aim for the Google support experience to redefine support and reset standards, just like Google’s products do, with an innovative approach to support.
In this role, you will lead and manage solutions to ensure the right case goes to the right person each time, every time. You will lead business planning, staffing growth, and productivity conversations globally with vendor program managers. Your projects and impact will span offices, time zones, and hemispheres, and you will keep all the players coordinated on the project's progress and deadlines.Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.

**Responsibilities**:

- Develop an understanding of Google Cloud Support’s business operations and workforce strategies, and analyze and monitor performance indicators related to productivity, utilization, and queue health.
- Develop strategy, systems, and infrastructure to manage global support queues across multiple channels to ensure optimal customer experience and operational efficiency.
- Identify issues and shortcomings in quality of data, and play a key role in the design and execution of initiatives to improve data quality in partnership with the Data Analytics and Data Science teams.
- Work on the development and execution of the Google Cloud Support strategy and collaborate with leaders and cross-functional teams to build scenario plans account for costs, location strategy, and business objectives.
- Provide problem-solving support including capacity planning, scheduling, and reporting to drive decisions made in partnership with global vendor managers and technical support developing leads.

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 alsoGoogle's EEO Policy andEEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing ourAccommodations for Applicants form.

  • Business Planning and Workforce Manager, Google

    1 month ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree or equivalent practical experience. - 7 years of experience in a customer or client-facing role supporting logistics operations. - Experience generating and analyzing reports around operations, capacity planning, or scheduling. - Experience in global program management. **Preferred qualifications**: -...

  • Program Manager, Cloud Supportability, Google Cloud

    2 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree or equivalent practical experience. - 5 years of experience in Program Management, Customer Support, Product Management, or Systems Management. - Experience using Google Cloud products or other cloud solutions. **Preferred qualifications**: - Experience managing, or working closely with, Product Management,...

  • Product Manager I, Google Cloud

    6 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree or equivalent practical experience. - 3.5 years of experience in product management, co-founder or related technical role. - 1 year of experience building and shipping technical products. - Experience developing/launching products/technologies within one or more of the following: Cloud, SaaS, enterprise,...

  • Technical Program Manager Iii, Security, Google Cloud

    3 hours ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in a relevant field, or equivalent practical experience. - 5 years of experience in program management. - 5 years of experience with software development best practices and experience establishing methods, tools, and process improvements for cross-team initiatives. **Preferred qualifications**: - Master’s...

  • Technical Writer, Google Distributed Cloud

    2 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in a relevant field, or equivalent practical experience. - Experience in technical writing. - Experience with cloud-based technologies. **Preferred qualifications**: - Master's degree in writing, developing, or scientific-related fields or equivalent practical experience. - Experience with Developer...

  • Systems Program Manager, Digital Support Experience, Google Cloud

    2 months ago

    Waterloo, Canada Google Full time

    b>Bachelor's degree or equivalent practical experience.3 years of experience in workflow management, support management, or global program management.Experience working with SQL, connecting and summarizing datasets.Certification in Program Management.Experience setting up, managing, and optimizing case management workflows and tools within a technical...

  • Product Manager, Cloud Finops

    1 month ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree or equivalent practical experience. - 5 years of experience in product management or related technical role. - 2 years of experience taking technical products from conception to launch. - Enterprise Product Management experience. - Experience in SQL. **Preferred qualifications**: - Master's degree in a...

  • Program Manager, Digital Support Experience, Google

    4 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree or equivalent practical experience. - 3 years of experience in a program or project management, data analyst, business intelligence, or customer support operations role. - Experience working with SQL, connecting and summarizing large and diverse datasets. **Preferred qualifications**: - Experience with...

  • Technical Program Manager Ii, Cloud Applications

    2 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in a technical field, or equivalent practical experience. - 2 years of experience in program management. **Preferred qualifications**: - 2 years of experience managing cross-functional or cross-team projects. - Experience executing product launch or go-to-market processes and launch execution. - Knowledge of...

  • Technical Solutions Specialist, Billing, Google

    2 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience. - 5 years of experience in a customer-facing role working with stakeholders, driving customer technical implementations, or transformation programs. **Preferred qualifications**: - Experience with...

  • Senior Software Developer, Full Stack, Google Cloud Platforms

    2 weeks ago

    Waterloo, Canada Google Full time

    Minimum qualifications:Bachelor’s degree or equivalent practical experience. 5 years of experience with software development in one or more programming languages, and with data structures/algorithms.3 years of experience testing, maintaining, or launching software products, and 1 year of experience with software design and architecture.3 years of...

  • Senior Cloud Architect

    4 weeks ago

    Waterloo, Ontario, Canada Google Inc. Full time

    Job Title: Senior Cloud ArchitectCompany OverviewGoogle Inc. is a leader in cloud computing, and we are seeking an experienced Senior Cloud Architect to join our team.SalaryThe estimated annual salary for this position is $250,000 - $350,000 based on industry standards and location.Job DescriptionAs a Senior Cloud Architect at Google, you will lead a team of...

  • Technical Writer, Cloud Networking

    3 weeks ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in a relevant field, or equivalent practical experience. - 4 years of experience creating content for technical audiences (e.g., developer documentation, Computer Science course material, or IT administration playbooks). - Experience writing for the web with Markdown, HTML, CSS, or JavaScript. **Preferred...

  • Cloud Technical Solutions Consultant, Data Ai/ml

    6 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in technical field, or equivalent practical experience in technical support, professional services, or software development. - Experience advocating for customer issues, and reading/debugging code (e.g., Java, C, C++,.NET, Python, Shell, Perl, JavaScript). - Ability to undergo additional background check...

  • Cloud Experience Delivery Manager

    2 weeks ago

    Waterloo, Ontario, Canada Google Full time

    About the Role:We are seeking an experienced Systems Program Manager to join our team at Google Cloud. As a key member of our Business Operations and Readiness team, you will play a critical role in evolving our support operations to meet the demands of our customers.The ideal candidate will have a strong background in workflow management, support...

  • Cloud AI UX Designer: Innovation at the Intersection

    2 days ago

    Waterloo, Ontario, Canada Google Full time

    About Google CloudGoogle Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted...

  • Technical Program Manager Ii, Finance Operations

    2 weeks ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in a technical field, or equivalent practical experience. - 2 years of experience in program management. - Experience working with cloud computing emerging technologies, enterprise finance solutions, or related technical fields. **Preferred qualifications**: - 5 years of experience in program management of...

  • Product Strategist for Google Ads

    2 weeks ago

    Waterloo, Ontario, Canada Google Full time

    About the Role"> In this exciting position at Google, you will have the opportunity to work on innovative products that affect millions of people every day. As a Product Manager for Google Ads, you will play a critical role in guiding products from conception to launch by connecting the technical and business worlds.">Responsibilities">- Understand markets,...

  • Technical Program Manager III, Product Launch, Google Cloud Platform

    2 weeks ago

    Waterloo, Canada Google Full time

    Minimum qualifications: Bachelor's degree or equivalent practical experience. 5 years of experience in program management. Experience executing product launch or go-to-market processes and launch execution. Preferred qualifications: 5 years of experience managing cross-functional or cross-team projects. Experience working with enterprise level...

  • Communications Manager, Customer Communications

    6 months ago

    Waterloo, Canada Google Full time

    **Minimum qualifications**: - Bachelor's degree in Technical or Communications field, or equivalent practical experience. - 7 years of experience in technical writing or writing executive-level communications regarding technical processes/services and products. - Ability to communicate in English fluently. **Preferred qualifications**: - Experience...