Google Hiring for Global Head of Partner Helpdesk, Google Cloud at Austin, TX Full Time
Note: By applying to this position you will have an opportunity to share your preferred working location for this position from the following: Austin, TX, USA; Atlanta, GA, USA; Sunnyvale, CA, USA
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 12 years of experience in executing operations for vendor-managed projects at an enterprise software company.
- Experience in supporting enterprise channel partners.
Preferred qualifications:
- MBA.
- Six Sigma, Lean, or equivalent certification in operational optimization.
- Project Management Institute (PMI), PRINCE2, or equivalent project management certification.
- Experience with two-tier distribution support models, quantitative analysis, operations, and managing financial budgets.
- Experience leading initiatives involving multiple stakeholder and teams.
- Ability to influence without direct authority and drive change at all levels within an organization.
About the job
The Google Cloud Partner Advantage Strategy and Program team is focused on accelerating the adoption of Google Cloud. We are dedicated to delivering programs that create value in our partners’ businesses.
The Partner Helpdesk fuels the success of our global partner ecosystem, creating seamless connections in the sales process and enabling integration and engagement of sales, technical, marketing, and other teams within Google Cloud’s systems and processes.
In this role, you will lead an operation and global team striving to offer first-time resolution to our growing partner ecosystem. You will ensure the development of a scaled strategy, including deflection, self-help, and bot automation to deliver support to our partners.
Leveraging data analysis, process engineering, and operational optimization, you will ensure that the team operates with seamless cross-functional teamwork. You will also lead regular business reviews and roadmap discussions as it pertains to launches and ongoing partner experiences.
Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.
Responsibilities
- Collaborate with our two-tier distribution partners to ensure that distribution partner contact centers are enabled to provide support.
- Develop the vision, strategy, and operational plan for the optimization of global operations. Drive transformational initiatives and business to change the operational landscape.
- Provide leadership to a global team covering activities like hiring, mentoring, and developing teams. Build effective partnerships with cross-functional stakeholders to drive joint accountability and alignment.
- Work with the Partner Sales Leadership team to ensure that sales teams and partners are properly trained on how to engage support. Ensure Helpdesk operations are effectively giving time back to team members.
- Identify process improvement areas, share best practices, and work with the Global Business team to predict issues.
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.