Cloud Support Strategy Lead, Strategy, Systems, and Intelligence

Google; Sunnyvale, San Francisco (CA, CA); Hybrid; MXN 3,198,000 - 4,625,000; Full time

Benefits offered by this job

Bonus target

Equity

Benefits

Job summary

Google Cloud Support - Strategy, Systems, and Intelligence (SSI) leads future-state service models and AI-driven insights for proactive, scalable support. The SSPA team shapes service portfolios, end-to-end experience, and product/partner interfaces.

Global customers rely on Google Cloud to transform their business; individual pay for the Canada/US markets includes equity, bonus targets, and comprehensive benefits. Applicants from multiple locations may be considered.

Qualifications

• Bachelor's degree or equivalent practical experience required.
• 8+ years in management consulting, sales operations, business strategy, or corporate advisory.
• Experience advising executives (Director/VP) on strategy and growth.

Responsibilities

• Design end-to-end service model and customer experience outside direct product interface.
• Write PRDs and define launch readiness criteria for new features.
• Collaborate with Product, Engineering and Partner teams for alignment on service execution.
• Engage with executives and cross-functional teams to drive strategic outcomes.

Skills

Executive counsel

Cross-functional leadership

Stakeholder management

Business strategy

Operational analytics

Education

Bachelor's degree or equivalent practical experience

MBA or advanced degree

Job description

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

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.

Minimum qualifications

• 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.

Canada: $194000 - $198000 (CAD) + 20% bonus target + equity + benefits

US: $186000 - $269000 (USD) + 20% bonus target + equity + benefits

Responsibilities

• Design end-to-end and iterate the service model, service offerings, and the overall customer experience outside of the direct product interface (e.g., the Northstar 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 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.