Global Head of Partner Support, Google Cloud

Google | $202,000-$287,000

Steph's Notes:

Ability to influence without direct authority and drive change at all levels within an organization and experience leading initiatives involving multiple stakeholders and teams.

Because god forbid Support have any real authority.

Drive the Business outcome and transformation of the Global Partner Support Function - decrease cost (deflection of cases, vendor management, system automation), User Satisfaction/Performance (Accountable SLAs, Streamlined/simplified Processes, Speed, Service response vs case management)

Decrease cost *and* user satisfaction? I mean, that checks out – decrease one and you're likely to see a decline in the other.

Deliver Executive Report includes Cost, Productivity and Impact report.

This doesn't make sense. Who wrote this job description?

This whole JD is a sloppy mess, but hey, at least the pay's good?

Original Job Description: Global Head of Partner Support, Google Cloud

The application window will be open until at least October 10th, 2024. This opportunity will remain online based on business needs which may be before or after the specified date.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Boulder, CO, USA; Atlanta, GA, USA; Austin, TX, USA; Chicago, IL, USA; Addison, TX, USA; Miami, FL, USA.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 15 years of experience in executing operations or support for vendor-managed projects at an enterprise software company.
  
• Experience growing and developing global teams and supporting enterprise channel partners.
  
• Experience working with engineering teams to design and implement support products and services.

Preferred qualifications:

• Certification in Six Sigma, COPC, Project management, Agile.
  
• Experience in transformation From Support to a Service Desk.
  
• Experience Leading a global service operation.
  
• Experience in Quantitative and qualitative analysis, operations, and managing financial budgets.
  
• Ability to influence without direct authority and drive change at all levels within an organization and experience leading initiatives involving multiple stakeholders and teams.

About the job

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.

The US base salary range for this full-time position is $202,000-$287,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Drive the Business outcome and transformation of the Global Partner Support Function - decrease cost (deflection of cases, vendor management, system automation), User Satisfaction/Performance (Accountable SLAs, Streamlined/simplified Processes, Speed, Service response vs case management) 
• Deliver Executive Report includes Cost, Productivity and Impact report. 
• Develop and Execute the goals, strategy, roadmap and operational plan for the optimization of the global Partner Support Desk operation and services.
• Drive partner growth and success through a unified support strategy.
• Drive transformational initiatives and business to improve the operational landscape and cross-functional support.

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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.

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