Customer Support Manager, Google Cloud

Note: Google’s hybrid workplace includes remote and in-office roles. By applying to this position you will have an opportunity to share your preferred working location from the following:
In-office locations: San Francisco, CA, USA.
Remote location(s): United States.Minimum qualifications:

• Experience managing vendors or a direct team to provide scalable customer engagement or support.
• Experience designing and implementing programs or business processes.
• 7 years of experience in customer support or customer program operations, or strategy and operations.

Preferred qualifications:

• Ability to grow in a fast-paced, constantly changing environment of priorities.
• Ability to navigate ambiguity and operates autonomously to deliver results.
• Experience working in the startup ecosystem and cloud computing.
• Ability to structure a compelling storyline and build presentation decks or briefing documents that support the narrative.
• Excellent operational expertise combined with business acumen, problem solving, project management, and communication skills.

About The Job
As the Customer Support Manager for the Google for Startups Cloud Program, you will be part of the team that designs, builds, and manages the strategy, processes, and systems that enable startups to be successful on Google Cloud. You need to have a background in customer service and support, experience operationalizing customer programs, and a passion for startups. You will take a structured, data-driven, and scalable approach to identify and solve problems, and can effectively navigate ambiguity. You will do research on customer escalations, and at the same time can successfully collaborate with our Product and Engineering teams to design efficient and repeatable solutions that will enable our Sales and Operations teams to scale. You need to have organized and concise communication skills that are essential for success in this role.
Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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 $138,000-$207,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. 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

• Lead operations improvement roadmap planning and strategic projects, collaborating and executing in partnership with cross-functional teams, including business, engineering, and marketing.
• Own project plans, process documentation, performance dashboards, stakeholder communications, and reporting.
• Own program Key Performance Indicators (KPIs), including application approval rates, customer satisfaction surveys (CSAT), Service Level Agreements (SLAs), etc.
• Design, manage, improve, and optimize program policy and operational processes for the Google for Startups Cloud Program.
• Oversight for a customer operations and support vendor team of 10, to process program applications and support resolution of escalations and policy exceptions by customers and sellers.

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 our Accommodations for Applicants form .