- Software Development
- Product Management
- Product Development
- Communication Skills
Bachelor’s degree in Computer Science or equivalent practical experience.
10 years of experience in software development leadership.
Product management experience in IT, customer support systems (e.g., Salesforce).
Experience delivering software through build/buy/configuring decision matrices. Experience in Customer Support Systems, either in product development or in IT operations.
Experience developing and implementing Customer Support Systems in the Cloud.
Experience in product development.
Ability to drive consensus across organization boundaries.
Excellent communication skills, particularly with executive-level stakeholders.
Excellent design skills in enterprise applications and business systems.
About the job
As the Director of Customer Support Systems, you will be responsible for the vision, strategy, roadmap and delivery of the systems and business applications supporting the Customer Support functions for Google Cloud. You will have a direct impact on Google Cloud’s Customer Support strategy, processes, and business outcomes. In this role, you will oversee a team of subject matter experts and closely work with their engineering counterparts, UX, project managers, QA, executive level business partners and cross-organizational teams. Additionally, you will contribute a diverse set of skills and experiences, ranging from deep expertise in industry best practices for customer support systems, to an effective software engineering and product development background and the ability to drive large scale business transformations. Finally, you’ll demonstrate a passion for identifying technical solutions for business problems and a track record in delivering innovative systems, rooted in user experience research and engineering excellence.
Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers and developers see the benefits of our technology come to life.
Report to the Director of Customer Experience Systems and manage a team in defining and delivering the Customer Support vision. Transform the Customer Support journey to be excellent at scale for Google Cloud.
Provide thought leadership and be the trusted leader for Support Systems with executive level business leaders in Google Cloud Support and Google Cloud Product.
Define the customer facing support experience, the internal facing agent experience, and the user experience from in-product support experience to contact channels. Define processes, systems, and tools used by Google Cloud Support agents.
Develop solutions that provide exceptional customer/agent experiences and lead to significant improvements in business processes and outcomes.
Use effective product skills/experience in making enterprise IT support decisions. Drive product strategy across key stakeholders (including engineering counterparts), demonstrating excellent collaboration, communication skills, and credibility.
At Google, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.