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Help Desk Operations Manager, Google Cloud

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Google

13d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy

AI generated summary

  • You must have a bachelor's degree, 3 years in project management, experience with executive clients, and translating business needs into tech requirements. Vendor management and CRM experience preferred.
  • You will manage high-priority escalations, analyze processes for improvement, ensure timely case resolution, and collaborate with cross-functional partners.

Requirements

  • Minimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • 3 years of experience in program or project management.
  • Experience translating business needs into technical requirements.
  • Experience working with executive-level clients or stakeholders.
  • Preferred qualifications:
  • Experience managing vendor relationships.
  • Experience in Salesforce or other CRM/ERP systems.
  • Experience in process design/re-engineering.

Responsibilities

  • Serve as the point of contact for high-priority escalations from intake to execution and closure.
  • Improve processes and performance by analyzing, identifying, articulating, and quantifying the impact of required changes to deliver improvement opportunities.
  • Deliver operational performance across all escalation paths and team members, ensure that all escalations are triaged, tracked, investigated, and resolved appropriately.
  • Partner with Compliance, Finance, Payroll and Regional Strategy and Operations to optimize timelines of case resolution and demonstrate a record in process optimization.
  • Influence and communicate to build relationships with cross-functional partners.

FAQs

What are the minimum qualifications for the Help Desk Operations Manager position?

The minimum qualifications include a Bachelor's degree or equivalent practical experience, 3 years of experience in program or project management, experience translating business needs into technical requirements, and experience working with executive-level clients or stakeholders.

What are the preferred qualifications for this role?

Preferred qualifications include experience managing vendor relationships, experience in Salesforce or other CRM/ERP systems, and experience in process design/re-engineering.

Where is this position located?

This position offers an opportunity to share your preferred working location from Bengaluru, Karnataka; Hyderabad, Telangana; or Pune, Maharashtra, India.

What is the primary responsibility of the Help Desk Operations Manager?

The primary responsibility is to serve as the point of contact for high-priority escalations and to improve processes and performance through analysis and the implementation of required changes.

What kind of teams will I collaborate with in this role?

You will work cross-functionally with teams including Order Management, Regional Sales Operations, Compensation Administration, and Engineering.

What does the Google Cloud Scaled Services team focus on?

The team is responsible for the Cloud seller experience across Seller and Compensation Help Desk Operations, addressing business inquiries related to data quality, account, billing, planning, quota, and attainment issues.

How does this role contribute to Google Cloud's objectives?

This role helps the Cloud Go-to-market organization prepare for growth by enabling operational excellence and providing the tools and processes necessary for sellers to maximize time spent with customers.

What measures are in place for equal employment opportunity?

Google is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Is prior experience in CRM systems essential for this job?

While having experience in Salesforce or other CRM/ERP systems is preferred, it may not be strictly essential for all candidates.

What types of performance improvement activities will the manager be involved in?

The manager will analyze processes and performance, identify opportunities for improvement, and influence and communicate necessary changes to drive operational effectiveness.

Technology
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.