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

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.

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.

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.