Cloud Support Experience Operations Manager

4 days ago


Waterloo, Ontario, Canada Google Full time

The role of a Cloud Support Experience Operations Manager at Google is a challenging and rewarding opportunity for experienced professionals to shape the future of customer support.

Company Overview

Google's Support team is dedicated to helping customers solve technical problems. Our team engages with customers globally through online communities, social outreach, and one-to-one support. As a key player in this effort, you will be at the forefront of delivering exceptional support experiences that redefine the industry standard.

Salary and Benefits

We offer a competitive salary range of $120,000 - $180,000 per year, commensurate with experience. Additionally, our comprehensive benefits package includes health insurance, retirement plans, and opportunities for professional growth and development.

Job Description

In this role, you will partner with workflow leads and technical leads to design and implement automated workflows that streamline customer support processes. Your focus will be on identifying and implementing system improvements that enable agents to diagnose customer issues efficiently, including case management workflows, guided workflows, launch management, and case automation.

You will be responsible for overseeing project goals and deliverables presented on a timeline, managing stakeholder expectations, and communicating plans and resources effectively. This includes establishing and tracking processes in collaboration with stakeholders, holding teams accountable for process adherence, securing resources, ensuring compliance with policies, and promoting the adoption of processes.

Required Skills and Qualifications

To succeed in this role, you will need:

  • A bachelor's degree or equivalent practical experience
  • At least 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

Preferred qualifications include experience setting up, managing, and optimizing case management workflows and tools within a technical organization or enterprise support team, as well as managing and delivering cross-functional technical and non-technical projects.

About the Job

This is an exciting opportunity for a motivated and experienced professional to join our team and contribute to shaping the future of customer support. If you are passionate about delivering exceptional support experiences and have a strong background in workflow management, we encourage you to apply.



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