Managing Director, High Touch Support
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Minimum qualifications:
- 15 years of technical experience in cloud products, related workflows and the technology stack.
- Experience managing escalations.
- Experience with capacity planning, resource management, and process optimization.
- Experience delivering quality support to customers as evidenced by feedback.
- Experience driving innovation and operational excellence.
Preferred qualifications:
- 20 years of technical expertise in cloud products.
- Experience in a leadership role managing other Directors/Executive Leaders within a global technical support organization.
About the job
As Managing Director, you will lead our High Touch Support team. You will utilize technical expertise, leadership skills, and experience driving innovation and operational excellence in a fast-paced, high-growth environment. You will be responsible for developing the strategy and outlook of the High Touch Support team, building and leading high-performing teams, fostering cross-functional partnerships, and ensuring exceptional customer experiences for our Cloud products.
In this role, you will have critical business impact, particularly in light of the Cloud’s rapid business growth. The role requires not just operational oversight but the development and execution of a comprehensive support strategy aligned with Cloud Support’s long-term outlook, directly impacting product adoption and commercial success. You will act as a thought leader and govern internal Support policy, standards, and metrics globally, influence engineering leadership on portfolio health, and lead innovation to drive organization-wide transformation. These responsibilities, combined with the mandate to expand the scope of support operations and manage a team through hyper-growth in a cost efficient way, necessitates a leader with the proven strategic foresight, cross-functional leadership impact, and organizational scaling capabilities.
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.
The US base salary range for this full-time position is $315,000-$439,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Develop and execute a comprehensive global strategy and long-term service model aligned with Cloud Support’s outlook and business objectives. Set objectives, prioritize initiatives, and drive results to ensure optimal product adoption and commercial success. Anticipate long-term risks and opportunities and determine mitigation strategies.
- Maintain deep technical expertise in Cloud products and related technologies. Guide the team in developing and maintaining deep product knowledge. Act as a subject matter expert and provide technical guidance to the team and cross-functional partners.
- Ensure exceptional customer and partner experiences by prioritizing customer and partner needs and satisfaction. Establish customer and partner-centric OKRs and align team efforts accordingly. Lead and manage high-priority customer escalations, restoring customer faith and sentiment.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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