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About the Role
Google Cloud Support's Strategy, Systems, and Intelligence (SSI) team drives the evolution of the support model by designing future-state service models, using data and AI for operational planning, and building intelligent systems for a proactive and scalable support journey. The Service Strategy and Product Alignment (SSPA) team within SSI defines the future of the service portfolio and product alignment, owning service model design, end-to-end experience, supportability, and the product/partner interface.
Responsibilities
- Design and iterate the end-to-end service model, service offerings, and overall customer experience outside the direct product interface.
- 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, 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.
Requirements
- 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 regarding business strategy and business generation.
- Experience in cross-functional stakeholder management, specifically bridging technical delivery teams and commercial/sales functions.
Skills
- 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.
- 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.
Experience Level
- 8 years of experience
Education Level
- Bachelor's degree or equivalent practical experience.
- MBA or advanced degree.
Salary/Compensations
- Canada: $194000 - $198000 (CAD) + 20% bonus target + equity + benefits
- US: $186000 - $269000 (USD) + 20% bonus target + equity + benefits
Benefits
- 20% bonus target
- equity
- benefits
About the Company
- 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.