Cloud Experience Delivery Manager

1 week 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 management, or global program management, with experience working with SQL and connecting/summarizing datasets. Additionally, they will have a certification in Program Management and experience setting up, managing, and optimizing case management workflows and tools within a technical organization or enterprise support team.

As a Systems Program Manager, you will partner with workflow leads and technical leads to build and modify our systems and tools, including implementing automated workflows to create effortless experiences for our customers. You will focus on finding and implementing systems improvements that help our agents diagnose customer issues, including case management workflows, guided workflows, launch management, and case automation.

Your responsibilities will include managing project goals and deliverables, establishing and tracking processes, and securing resources. You will also be responsible for landing the delivery of these system improvements, including end-user testing, change management, and enablement.

Key Responsibilities:

  • Manage project goals and deliverables presented on a timeline and use the roadmap to manage stakeholder expectations, and to communicate plans and coordinate resources.
  • Establish and track processes in collaboration with stakeholders, hold stakeholders/teams accountable for following the established processes, identify sponsors and stakeholders and secure resources, ensure work alignment with compliance/privacy policies, identify opportunities, implement process improvements, and support/promote the adoption of processes.

What We Offer:

We offer a competitive salary range of $170,000 - $220,000 per year, based on location and experience. This figure is estimated and may vary depending on individual circumstances. In addition to a rewarding career opportunity, we provide a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and generous paid time off.

About Google:

At Google, we're committed to creating technology that makes a difference in people's lives. Our Support team helps customers solve technical problems, and we engage customers across the globe through online communities, social outreach, and one-to-one support. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team, we encourage you to apply for this exciting opportunity.


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