Product Operations Manager, Cloud Support

About the Product Operations Manager, Cloud Support Role

As a Product Operations Manager, Cloud Support, you will serve as the critical bridge between the customer experience and the Cloud product development lifecycle. Your primary objective will be to drive customer satisfaction by ensuring the product effectively 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. You will then drive these 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.
• Ensure product readiness, identify product gaps, and influence product roadmaps for the 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), and 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 Operations
• Customer Experience
• Product Management
• Cloud Support
• Data Analysis
• Stakeholder Management
• Product Roadmap
• Technical Requirements
• Cross-functional Collaboration
• Problem-Solving