Manager, Support Enablement, Platform Solutions and Delivery, Cloud Support

Google; Sunnyvale (CA); On-site; USD 164,000 - 240,000; Full time

Job summary

Google Cloud Support helps customers solve billing and technical problems with a relentless focus on our users. We engage customers globally through one-on-one support for Google Workspace and Google Cloud products, redefining support and raising industry standards with Google’s innovative approach.

The Platform Solutions and Delivery team guides the deployment of critical support systems for global employee and vendor-managed teams, prioritizing transformative tooling and shaping an agentic

Qualifications

• Bachelor's degree in Computer Science or related 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 to act as liaison between support operations and engineering when building solutions.
• Evolve troubleshooting tools for global teams and Cloud Support needs.
• Shaping agentic evolution of cloud support in tooling and troubleshooting space.
• Govern federation of AI agents to enable scaled growth.
• Minimize tool-based friction and maximize agent efficiency across systems.

Skills

Program management

People management

Team leadership

Cross-functional collaboration

Stakeholder influence

Education

Bachelor's degree in Computer Science or related field

Equivalent practical experience

Tools

Salesforce (Agentforce)

Google Enterprise for Customers (GECX)

Google Cloud Assist (GCA)

Job description

Minimum 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.

Preferred qualifications

• Experience with Salesforce (Agentforce) or Google Enterprise for Customers (GECX).
• Experience in defining, designing, and orchestrating Agentic AI solutions within a global support ecosystem.
• Experience leading and owning programs and addressing multi-dimensional problems.
• Familiarity with Google Cloud Assist (GCA).
• Ability to influence and align cross-functional stakeholders with core business objectives.

About The Job

Google Cloud Support helps customers solve billing and technical problems with a relentless focus on our users. We engage customers across the globe through social outreach and one-on-one support for our Google Workspace and Google Cloud products. Our team redefine support and reset industry standards with the same innovative approach that defines Google’s products.

The Platform Solutions and Delivery team sits within Google Cloud Support and is responsible for influencing, owning, and enabling the deployment of critical support systems and tooling rollouts for our global employee and vendor-managed Support Delivery teams. We prioritize, plan, implement, and measure the success of transformative support systems initiatives across the entire customer support journey.

Our team is focused on transitioning the Cloud Support organization from a fragmented, human-centric service model toward a centrally observable, agentic execution system. We are seeking an experienced, strategic, and domain-expert Manager of Support Enablement to be part of this journey.

In this role, you will focus on transforming the support tooling model from assisted to autonomous support. You will lead and drive the Agentic Artificial Intelligence (AI) strategy in the support enablement space, covering case management, troubleshooting tooling, workflow automations, and learning and development tools. This strategy will encompass the federation of specialized AI agents, where governance and maintenance process design are crucial for scaling. You will operate with significant autonomy, driving the investigation of new platforms, proposing tool integrations into autonomous workflows, and acting as the essential bridge between Operations and Engineering to build these solutions.

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.

US: $164000 - $240000 (USD) + 20% bonus target + equity + benefits

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.

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 .