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Business Planning and Workforce Manager, Google Cloud

Ontario, Canada (On-site)

Business Planning and Workforce Manager, Google Cloud

2 Hours ago • 7 Years + • Operations

About the job

8 skills required for this role

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data-structures

sql

data-science

foundation

data-analytics

business-planning

presentation-skills

cross-functional

Job Description

The Business Planning and Workforce Manager at Google Cloud will lead and manage solutions to ensure efficient case routing, manage global support queues, and develop strategies for optimal customer experience. Responsibilities include analyzing performance indicators, developing infrastructure to manage global support, improving data quality, collaborating with cross-functional teams on strategic planning, and providing problem-solving support for capacity planning, scheduling, and reporting. This role requires collaboration with global vendor managers and technical support leads, impacting offices across multiple time zones and hemispheres. The successful candidate will possess strong analytical, problem-solving, and presentation skills, with proficiency in various software applications.

Must have:

Bachelor's degree or equivalent experience
7+ years experience in customer-facing logistics support
Experience in report generation and analysis (operations, capacity planning, scheduling)
Global program management experience
Proficiency in Sheets, SQL, and WFM software

Good to have:

Experience with executive stakeholders
Consulting experience in technology
Influence without authority and drive change
Flexibility in a dynamic environment

Minimum qualifications:

Bachelor's degree or equivalent practical experience.
7 years of experience in a customer or client-facing role supporting logistics operations.
Experience generating and analyzing reports around operations, capacity planning, or scheduling.
Experience in global program management.

Preferred qualifications:

Experience collaborating with executive stakeholders across a large, global organization, and presenting insights to leadership.
Experience in a consulting organization in technology practice.
Ability to influence without direct authority and drive change.
Ability to operate with flexibility in a fluid, constantly evolving, and collaborative environment.
Excellent problem-solving and investigative skills, including modeling and presentation skills with proficiency in Sheets, SQL, and Workforce Management (WFM) software (e.g., Verint, Nice, Assembled).

About the job

Google Cloud teams work with schools, companies, and government agencies to make them more productive, mobile and collaborative. You will oversee all aspects of the Google Cloud sales process, improving it with your insightful data analysis, troubleshooting, and seamless cross-functional teamwork. Your strategies ensure that companies new to Google products get the highest quality customer support and that the Google Cloud program overall is kept on the cutting edge.

The Google Cloud Support team helps customers solve technical issues. We engage customers across the globe through online communities, outreach, and one-on-one support. We aim for the Google support experience to redefine support and reset standards, just like Google’s products do, with an innovative approach to support.

In this role, you will lead and manage solutions to ensure the right case goes to the right person each time, every time. You will lead business planning, staffing growth, and productivity conversations globally with vendor program managers. Your projects and impact will span offices, time zones, and hemispheres, and you will keep all the players coordinated on the project's progress and deadlines.

Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.

Responsibilities

Develop an understanding of Google Cloud Support’s business operations and workforce strategies, and analyze and monitor performance indicators related to productivity, utilization, and queue health.
Develop strategy, systems, and infrastructure to manage global support queues across multiple channels to ensure optimal customer experience and operational efficiency.
Identify issues and shortcomings in quality of data, and play a key role in the design and execution of initiatives to improve data quality in partnership with the Data Analytics and Data Science teams.
Work on the development and execution of the Google Cloud Support strategy and collaborate with leaders and cross-functional teams to build scenario plans account for costs, location strategy, and business objectives.
Provide problem-solving support including capacity planning, scheduling, and reporting to drive decisions made in partnership with global vendor managers and technical support developing leads.

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About The Company

Google

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A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.