Product Operations Manager, Cloud Support

Product Operations Manager, Cloud Support at Google

This posting is for a new vacancy.

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: San Francisco, CA, USA; New York, NY, USA; Sunnyvale, CA, USA; Toronto, ON, Canada.

About the job

As a Product Operations Manager, Cloud Support, you will serve as the critical bridge between the customer experience and the Cloud product development life-cycle. You will drive customer satisfaction by ensuring the product addresses customer friction. You will be responsible for translating quantifiable customer pain points derived from customer feedback and data (across product and support surfaces) into actionable technical requirements and then driving those requirements through the Product and Developing organizations.

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.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in product or program management.

Preferred qualifications:

• Experience implementing technical solutions, driving product strategy, and managing the product development life-cycle.
• Experience with data-driven analysis, reporting, data-driven decision-making, and success measurement.
• Understanding of the architecture of a solution, including platforms, data, integrations and constraints.
• Ability to lead cross-functional alignment sessions, manage conflicting stakeholders, and drive conflict resolution.
• Excellent written and verbal communication skills, with the ability to engage with technical and non-technical audiences and executive leadership.

Responsibilities

• Oversee the life-cycle of planning, designing, and deploying an internal tool or product, ongoing communications, stakeholder management, and project management and ensure product readiness, identify product gaps, and influence product roadmaps for best possible customer/partner experience.
• Derive critical insights from customer feedback and data analysis to unlock opportunities for improvement and share insights and potential solutions with internal teams (e.g., Product Management, Developing, Business Solutions).
• Assess and identify gaps and issues in products based on customer/partner feedback or metrics analysis, communicate product gaps and issues to internal teams (e.g., Product Management, Developing), help solve gaps and issues.
• Collaborate with stakeholders (e.g., Product, Developing, Sales, etc.) to develop products and tools, manage escalations, requirements, and feedback to and from stakeholders, and advocate for the product stakeholders with internal teams.

Key skills/competency

• Product Management
• Cloud Support
• Customer Experience
• Data Analysis
• Stakeholder Management
• Technical Requirements
• Product Roadmap
• Project Management
• Solution Architecture
• Cross-functional Leadership