Real Time Operations Manager, Google Cloud
corporatefare_ Google place Waterloo, ON, Canada; Sunnyvale, CA, USA
Advanced
Experience owning outcomes and decision making, solving ambiguous problems and influencing stakeholders; deep expertise in domain.
infooutline_
XThis posting is for an existing vacancy.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Waterloo, ON, Canada; Sunnyvale, CA, USA .
Minimum qualifications:
Bachelor's degree or equivalent practical experience.
10 years of experience in workforce management software (e.g., Verint) and cases routing systems.
4 years of experience in a contact center workforce management role.
2 years of experience in a real-time management or real-time operations position.
Experience working with workforce management and delivery teams.
Experience in developing and implementing RTO governance and reporting.
Preferred qualifications:
Experience in advanced intraday workforce management.
Experience with incident and crisis management.
Understanding of how to apply AI practices and predictive signals to enhance real-time decision-making.
Knowledge of Google Cloud Platform (GCP) and Workspace products and support processes.
Excellent problem-solving and communication skills in transforming real-time performance data into actionable updates and reports for delivery managers and leadership.
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 goals efficiently and cost-effectively.
As a Real-Time Operations (RTO) Manager, you will be responsible for RTO operational strategy across AI Human support. You will oversee and ensure optimal service delivery across all Google Cloud Platform (GCP) specializations by leveraging data, real-time analytics, and advanced processes, including the integration of AI-driven signals for proactive monitoring and decision-making.
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 Canada base salary range for this full-time position is CAD 174,000-178,000 + 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.
Please note that the compensation details listed in Canada role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more aboutbenefits at Google (https://www.google.com/about/careers/applications/benefits/) .
The US base salary range for this full-time position is $165,000-$239,000 + 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 aboutbenefits at Google (https://careers.google.com/benefits/) .
Responsibilities
Review and optimize the foundational elements necessary for accurate real-time operations, which involves assessing system setup, agent skilling, queue configurations, and reporting capabilities.
Be responsible for real-time Service Level (SL) and abandonment management by constantly monitoring metrics, creating action plans, driving alignment across delivery teams, developing and owning the RTO Playbook and escalation governance.
Drive maximum on-queue productivity by strictly managing agent adherence to schedules and dynamically re-allocating resources across live channels to balance service delivery.
Serve as the crucial link between real-time data and workforce management planning, providing feedback to enhance forecast accuracy, and actively investigating and integrating AI or predictive analytics to service issues.
Act as the central liaison, Google Operations Center, and Delivery teams, leading the operational response to major incidents and providing daily performance summaries to leadership.
Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google'sApplicant and Candidate Privacy Policy (./privacy-policy) .
Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See alsoGoogle's EEO Policy (https://www.google.com/about/careers/applications/eeo/) ,Know your rights: workplace discrimination is illegal (https://careers.google.com/jobs/dist/legal/EEOC\KnowYourRights\10_20.pdf) ,Belonging at Google (https://about.google/belonging/) , andHow we hire (https://careers.google.com/how-we-hire/) .
If you have a need that requires accommodation, please let us know by completing ourAccommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .
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.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are 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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also https://careers.google.com/eeo/ and https://careers.google.com/jobs/dist/legal/OFCCPEEOPost.pdf If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form: https://goo.gl/forms/aBt6Pu71i1kzpLHe2.
