(USA-NY-New York) Case Process Lead Google
New York, NY

Job Description

The Google Cloud Platform team helps customers transform and evolve their business through the use of Google's global network, web-scale data centers and software infrastructure. As part of an entrepreneurial team in this rapidly growing business, you will help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

The Engineering Support team in Google Cloud helps customers solve technical problems by focusing on our customers. We engage customers across the globe through online communities, social outreach, and 1:1 support. Our team is the face of Google to many customers, and our team works to provide a Google support experience that redefines support and resets the standards with an innovative approach to support.

As the Case Process Lead, you'll partner with Google Cloud Platform's global support team to standardize and improve case handling processes to deliver an excellent experience to our customers.

Day-to-day activities include data analysis to identify opportunities and find root causes, managing projects with partners globally, working teams through brainstorming sessions to find innovative solutions to complex problems, ensuring that the case handling playbooks are updated, and communicate updates to stakeholders.