Cloud Support Strategy Lead, Strategy, Systems, and Intelligence

Google Inc.; Southwestern Ontario; On-site; CAD 194,000 - 198,000; Full time

Job summary

Google Cloud Support leads technical help for Google Cloud products globally. The Strategy, Systems, and Intelligence (SSI) team designs future-state service models, uses data and AI to produce predictive insights, and builds intelligent systems for proactive, scalable support.

This role focuses on the Service Strategy and Product Alignment within SSI, driving product/partner interfaces, end-to-end experience, and supportability across cloud services.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8 years experience in a management consulting, sales operations, business strategy or corporate advisory role.
• Experience leading commercial modeling, service design, or portfolio management for a global organization.
• Experience working directly with and providing counsel to executives (Director/VP) regarding business strategy and business generation.
• Experience in cross-functional stakeholder management, specifically bridging technical delivery teams and commercial/sales functions.

Responsibilities

• Design end-to-end service model, offerings, and the overall customer experience outside of the direct product interface (e.g., the Northstar Experience).
• Conduct customer pain point research, write formal PRDs, and define launch readiness criteria for new product features.
• Co-design and define the support journey within the product experience (e.g., Gemini Cloud Assist integration, contextual help), focusing on optimizing systems like AppHub and PSH.
• Engage with Product, Engineering, and Partner teams to ensure alignment on service model execution and support readiness.

Skills

Management consulting

Sales operations

Business strategy

Executive counsel

Cross-functional stakeholder mgmt

Education

Bachelor's degree or equivalent practical experience

MBA or advanced degree

Job description

Cloud Support Strategy Lead, Strategy, Systems, and Intelligence

Share Cloud Support Strategy Lead, Strategy, Systems, and Intelligence

corporate_fare Google place Sunnyvale, CA, USA ; Waterloo, ON, Canada ; +2 more

X This posting is for a new vacancy. Google utilizes AI tools to assist in assessing candidates in our hiring processes.

Please submit your resume in English - we can only consider applications submitted in this language.

Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.
Applicants in San Francisco: Qualified applications with arrest or conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Sunnyvale, CA, USA; Waterloo, ON, Canada; Mexico City, CDMX, Mexico; San Francisco, CA, USA.

• 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 (Director/VP) regarding business strategy and business generation.
• Experience in cross-functional stakeholder management, specifically bridging technical delivery teams and commercial/sales functions.

Preferred qualifications:

• MBA or advanced degree.
• 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 (e.g., New Product Introduction (NPI)/launch).
• 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.

About the job

Google Cloud Support is responsible for providing technical support for Google Cloud products globally. Within the Support organization, the Strategy, Systems, and Intelligence (SSI) team operates as a central strategic function that drives the evolution of the support model. SSI's core responsibilities include designing future-state service models, utilizing data and AI to produce predictive insights for operational planning, and building the intelligent systems required for a proactive and scalable support journey. Through the integration of data, strategy, and systems innovation, the SSI team works to create an AI-first support framework designed to address complex customer issues and enhance the overall effectiveness of Google Cloud support.

The Service Strategy and Product Alignment (SSPA) team acts as the strategic engine within SSI, responsible for defining the future of our service portfolio and driving product alignment. We own service model design, end-to-end experience, supportability, and the product/partner interface.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

About the job

Google Cloud Support is responsible for providing technical support for Google Cloud products globally. Within the Support organization, the Strategy, Systems, and Intelligence (SSI) team operates as a central strategic function that drives the evolution of the support model. SSI's core responsibilities include designing future-state service models, utilizing data and AI to produce predictive insights for operational planning, and building the intelligent systems required for a proactive and scalable support journey. Through the integration of data, strategy, and systems innovation, the SSI team works to create an AI-first support framework designed to address complex customer issues and enhance the overall effectiveness of Google Cloud support.

The Service Strategy and Product Alignment (SSPA) team acts as the strategic engine within SSI, responsible for defining the future of our service portfolio and driving product alignment. We own service model design, end-to-end experience, supportability, and the product/partner interface.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
Canada: $194000 - $198000 (CAD) + 20% bonus target + equity + benefits
US: $186000 - $269000 (USD) + 20% bonus target + equity + benefits
Learn more about benefits at Google .

• Designend-to-endanditeratethe service model, service offerings, and the overall customer experienceoutsideof the direct product interface (e.g., theNorthstar Experience).
• 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 (e.g., Gemini Cloud Assist integration, contextual help), 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.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.