Resource Planning Manager, Google Cloud
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of experience leading global programs and processes as part of central operations enablement or management teams.
- 3 years of experience in leadership, such as people management, team lead, mentorship, or coaching.
- Experience in full time employee workforce management.
Preferred qualifications:
- Experience supporting global customer support organizations from a workforce planning perspective.
- Experience with vendor management and extended workforce support models in relation to capacity planning.
- Knowledge of Google Cloud Platform (GCP), workspace products and support processes.
- Understanding of forecasting methodologies and application in workforce management.
- Excellent problem-solving and communication skills with both a technical and non-technical audience.
About the job
The Cloud Support Resource Management team's primary mission is to ensure that the right number of skilled support developers are available at the right times to meet customer demand across all support channels (e.g., email, chat) and product specialties, while achieving service level targets efficiently and cost-effectively.
As a Resource Planning Manager, you will manage a focused team responsible for all aspects of technical resource planning and management for Cloud support. You will oversee a team of experts in resource management to ensure optimal staffing levels, efficient resource allocation, and drive productivity that maximizes customer experience and operational efficiency. You will be responsible for driving quality improvements of capacity management, supporting the staffing and scheduling aspects of the evolving support offerings, and standardizing processes across all product lines.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s 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.
Responsibilities
- Lead the monthly forecasting process with cross-functional collaboration, including data science, product strategy and Vendor Management Office (VMO), to deliver and improve forecast accuracy.
- Lead workforce planning cycles across the Cloud support organization, delivering monthly, quarterly, and annual plans and adjustments. Lead supply and demand reviews for each business line with cross-functional partnerships, share insights and drive alignment across teams.
- Design and launch new forecasting and staffing models to support service model and product launches and iterations. Lead proactive capacity reviews to manage resource utilization and productivity.
- Drive standardization and simplification of the resource management process across all product lines, ensuring exceptional practices and tooling adoption.
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