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Business Strategy and Support Lead
1 week ago
As a Business Strategy and Support Lead, you will develop a comprehensive understanding of Google Cloud Support's business operations and workforce strategies, analyzing performance indicators related to productivity, utilization, and queue health. You will design and implement systems to manage global support queues across multiple channels, ensuring optimal customer experience and operational efficiency.
Key Responsibilities:- Analyze and monitor performance indicators, identifying areas for improvement and developing strategies to enhance productivity and customer satisfaction.
- Collaborate with leaders and cross-functional teams to build scenario plans, accounting for costs, location strategy, and business objectives.
- Lead and manage solutions to ensure the right case reaches the right person each time, leading business planning, staffing growth, and productivity conversations globally with vendor program managers.
You will play a key role in designing and executing initiatives to improve data quality in partnership with the Data Analytics and Data Science teams.
