Cloud Support Enablement Manager: Platform Solutions

Google LLC; Sunnyvale (CA); On-site; USD 164,000 - 239,000; Full time

Job summary

Google LLC is seeking a strategic Manager of Support Enablement for Platform Solutions and Delivery within Google Cloud Support in Sunnyvale, CA. You will lead the design and execution of autonomous support tooling, agentic AI strategy, and cross-functional programs across global teams to transform case management and workflow automation.

Ideal candidates bring 7+ years in program/people management, with experience building scalable support systems, and a track record of influencing diverse

Qualifications

• Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
• 7 years of experience in program management, product management, business operations, or systems strategy and operations within global customer support.
• 7 years of experience in people management.
• 3 years of experience managing a team of program managers.
• Experience setting up and managing case management workflows and tooling in a mixed ecosystem of first-party and third-party solutions.

Responsibilities

• Build domain expertise on the team to act as the primary liaison between support operations and engineering teams when building the required solutions.
• Evolve the troubleshooting tools to meet the needs of our global employee and vendor-managed Support Delivery teams, and the growing needs of Cloud Support.
• Be part of shaping the agentic evolution of cloud support in the tooling and troubleshooting space, transitioning from an assisted to an AI autonomous support.
• Govern the federation of AI agents to enable scaled growth.
• Minimize tool-based operational friction and eliminate swivel-chairing across systems to maximize agent efficiency.

Education

Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience

Tools

Salesforce Agentforce

GECX

Agentic AI

Program leadership

GCA

Stakeholder influence

Job description

Google LLC is seeking a strategic Manager of Support Enablement for Platform Solutions and Delivery within Google Cloud Support in Sunnyvale, CA. You will lead the design and execution of autonomous support tooling, agentic AI strategy, and cross-functional programs across global teams to transform case management and workflow automation.

Ideal candidates bring 7+ years in program/people management, with experience building scalable support systems, and a track record of influencing diverse