About the job
Google Cloud Support is responsible for providing technical support for Google Cloud products globally. Within the Support organization, the Strategy, Systems, and Intelligence (SSI) team operates as a central strategic function that drives the evolution of the support model. SSI's core responsibilities include designing future-state service models, utilizing data and AI to produce predictive insights for operational planning, and building the intelligent systems required for a proactive and scalable support journey. Through the integration of data, strategy, and systems innovation, the SSI team works to create an AI-first support framework designed to address complex customer issues and enhance the overall effectiveness of Google Cloud support.
Responsibilities
Design end-to-end and iterate the service model, service offerings, and the overall customer experience outside of the direct product interface (e.g., the Northstar Experience)."; "Conduct customer pain point research, write formal Product Requirements Documents (PRDs), and define launch readiness criteria for new product features."; "Co-design and define the support journey within the product experience (e.g., Gemini Cloud Assist integration, contextual help), focusing on optimizing systems like AppHub and Personalized Service Health (PSH)."; "Engage with Product, Engineering, and Partner teams to ensure alignment on service model execution and support readiness."
Qualifications
Minimum
Bachelor's degree or equivalent practical experience."; "8 years of experience in a management consulting, sales operations, business strategy or corporate advisory role."; "Experience in leading commercial modeling, service design, or portfolio management for a global organization."; "Experience working directly with and providing counsel to executives (Director/VP) regarding business strategy and business generation."; "Experience in cross-functional stakeholder management, specifically bridging technical delivery teams and commercial/sales functions."
Preferred
MBA or advanced degree."; "Understanding of the cloud support market landscape, including participant service models, pricing structures, and customer buying behaviors."; "Ability to lead and execute complex, ambiguous projects from concept to completion in a fast-paced environment (e.g., New Product Introduction (NPI)/launch)."; "Excellent written and verbal communication skills, with the ability to synthesize complex financial and operational data into clear, actionable insights for an executive audience."; "Excellent problem-solving and systems thinking skills, with the ability to build relationships and drive alignment across Finance, Legal, Sales, and Engineering."