About the job

The Digital Support Experience team sits within Google Cloud Support and is responsible for influencing, owning, and enabling the deployment of critical support systems and tooling rollouts for our global full-time employee and vendor-managed Support Delivery teams. We prioritize, plan, implement, and measure the success of transformative support system initiatives across the entire customer support journey.

This role sits at the critical intersection of support operations, product management, and systems strategy. You will be accountable for the lifecycle of the Real Time Operations (RTO) System, setting the strategic outlook and roadmap. You will leverage deep expertise in workforce management and support operations to define the "why," "what," and "how" for our RTO tooling, ensuring it scales seamlessly as our support volume and channel variety continue to grow.

In this role, you will act as the essential bridge between our support operations and the technical teams that build the tools. Your impact will directly enable support delivery, workforce management, and our global operations center to monitor real-time supply vs. demand, track live and non-live channel health, react quickly to correct trends in operational KPIs and customer sentiment, and utilize automated interventions for timely customer service.

You will operate with significant autonomy, setting the RTO system roadmap, interacting with and driving alignment across senior leadership, and acting as the definitive subject matter expert for real-time operations in our organization.

Google 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 partner to enable growth and solve their most critical business problems.

The US base salary range for this full-time position is $158,000-$235,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Own the RTO system roadmap and lead the solution and technology strategy. Translate both immediate needs and the long-term business vision into concrete scope, business requirements, and delivery plans.

• Identify bottlenecks, time-consuming inefficiencies, and manual RTO processes within our current operational setup. Define comprehensive business requirements for solving these challenges and drive technical solutions with engineering.

• Serve as the definitive subject matter expert for RTO workflows and technical solutions, acting as the primary liaison between operational Support Delivery teams and internal Engineering partners.

• Own the end-to-end delivery of the RTO solution. This includes partnering with Engineering, Operations, and Business Intelligence to drive the development lifecycle, manage scope and risk, and ensure on-time delivery.

• Ensure the solution and strategy will scale as support volume increases, additional channels are added, and cases become more complex.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.

• 7 years of experience in program management, product management, business operations, or strategy and operations within a global customer support or contact center environment.

• Experience in Real Time Operations (RTO), Workforce Management (WFM) strategy, or managing support channel supply, demand, and staffing models.

Preferred qualifications

• Experience translating operational needs into technical system requirements.

• Experience with data analytics, conducting trend analysis, and making critical decisions based on the data.

• Experience presenting to and collaborating with senior stakeholders of director- to VP-level across a large, global organization.

• Experience launching and scaling an enterprise-level real-time operations system/tool.

• Experience setting up, managing, and optimizing case management workflows and tooling (third-party or proprietary).

• Proficiency working with SQL and connecting and summarizing large datasets to drive strategic decisions.