Partner Support Desk Business Manager, Google Cloud London, England
Job description
Minimum qualifications:
- Experience in designing and delivering partner experience transformation (e.g., process improvement, chatbots, self-help).
- Experience driving cost per partner/cost per ticket reduction.
- Experience in call centre business management.
- Experience in SQL and DataStudio.
Preferred qualifications:
- Experience in management or customer consulting.
- Ability to challenge the status quo, and galvanize and influence large cross-functional efforts.
- Excellent problem solving skills.
About the job
The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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
- Serve as General Manager responsible for delivering significant improvements in Cost (per partner and per ticket), Compliance, Quality, and Partner Satisfaction across partner support for Onboarding, Authorization, and Offboarding lines of business.
- Understand the business levers that underlie these measures, and conduct ongoing root-cause analysis to manage a roadmap of improvements (including Policy, Process and Agent Behavior issues).
- Obviate the need for support; and where support is needed, establish and govern Key Performance Indicators (KPIs) cross-functionally with teams including Credit Check, Due Diligence, Master Data Management, Program Design, Marketing and Tools/Systems to ensure a consistent partner experience and remove friction.
- Develop and deliver against a scaled strategy, including deflection, self-help and bot automation to deliver an Enterprise-grade support experience for partners.
