Help Desk Operations Manager, Google Cloud

• Bachelor’s degree or equivalent practical experience.
• 3 years of experience in program or project management.
• Experience translating business needs into technical requirements.
• Experience working with executive-level clients or stakeholders.

Preferred qualifications:

• Experience managing vendor relationships.
• Experience in Salesforce or other CRM/ERP systems.
• Experience in process design/re-engineering.

About The Job

The Google Cloud Scaled Services team in Go-to-Market (GTM) Strategy and Operations is responsible for the Cloud seller experience across Seller and Compensation Help Desk Operations, supporting business inquiries related to data quality, account, billing, planning, quota, and attainment issues.

In this role, you will help the Cloud Go-to-market organization prepare for growth through enterprise-grade systems, operational excellence, and field experiences to enable sellers to maximize the time spent with customers. You will work cross-functionally with teams including Order Management, Regional Sales Operations, Comp Admin, and Engineering to design, launch, standardize, and optimize operational processes of vendor teams and ensure high-level performance.

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.

Responsibilities

• Serve as the point of contact for high-priority escalations from intake to execution and closure.
• Improve processes and performance by analyzing, identifying, articulating, and quantifying the impact of required changes to deliver improvement opportunities.
• Deliver operational performance across all escalation paths and team members, ensure that all escalations are triaged, tracked, investigated, and resolved appropriately.
• Partner with Compliance, Finance, Payroll and Regional Strategy and Operations to optimize timelines of case resolution and demonstrate a record in process optimization.
• Influence and communicate to build relationships with cross-functional partners.

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 .