Cloud Support Strategy Lead – Google – Waterloo, ON

Google Cloud is looking for a Cloud Support Strategy Lead to join the Strategy, Systems, and Intelligence (SSI) team in Waterloo, Ontario. This is a senior-level role embedded within the Service Strategy and Product Alignment (SSPA) function — the strategic engine that defines the future of Google Cloud’s service portfolio and drives product alignment at scale.

If you have a background in management consulting, business strategy, or service design and you thrive at the intersection of complex systems thinking and executive-level advisory, this role offers a rare opportunity to shape how one of the world’s largest cloud platforms supports its customers globally.

About the Role: Cloud Support Strategy Lead

At the heart of this position is the mandate to design and iterate the end-to-end service model for Google Cloud Support — everything from service offerings and customer experience to product alignment and launch readiness. You’ll be working on the Northstar Experience, co-designing support journeys within the product itself, and optimizing intelligent systems like AppHub and Personalized Service Health (PSH). This includes integrations such as Gemini Cloud Assist and contextual help features.

The role requires close cross-functional stakeholder engagement with Product, Engineering, Finance, Legal, Sales, and Partner teams. You’ll be expected to bridge technical delivery and commercial functions, provide strategic counsel directly to Director and VP-level executives, and lead complex, ambiguous projects from concept through to launch readiness.

Benefits and Salary

This position offers a base salary range of CAD $194,000 – $198,000 per year, along with a 20% bonus target, equity, and a comprehensive benefits package. Individual compensation is determined by job-related skills, experience, and relevant education or training. For more details on Google’s benefits, visit Google’s careers benefits page.

Responsibilities

This role sits at the strategic core of Google Cloud Support, requiring you to simultaneously manage high-level vision and detailed execution. Day-to-day, you’ll be designing service models, conducting research, writing formal documentation, and engaging senior stakeholders — all in a fast-paced, global environment where clarity of thinking and systems-level problem-solving are essential.

• Design and iterate the end-to-end service model, service offerings, and overall customer experience outside of the direct product interface (e.g., the Northstar Experience)
• Conduct customer pain point research, write formal Product Requirements Documents (PRDs), and define launch readiness criteria for new product features
• Co-design and define the support journey within the product experience, including Gemini Cloud Assist integration and contextual help, with a focus on optimizing systems like AppHub and Personalized Service Health (PSH)
• Engage cross-functionally with Product, Engineering, and Partner teams to ensure alignment on service model execution and support readiness
• Provide executive counsel to Director and VP-level stakeholders on business strategy and business generation
• Lead commercial modelling, service design, and portfolio management initiatives for a global organization
• Synthesize complex financial and operational data into clear, actionable insights for an executive audience

Requirements / Skills

Google is seeking a candidate with a strong foundation in business strategy and service design, combined with the ability to work across technical, commercial, and executive functions. The ideal person brings both analytical rigour and interpersonal influence — someone who can drive alignment across diverse stakeholders while leading complex, ambiguous projects to completion.

• Bachelor’s degree or equivalent practical experience (MBA or advanced degree preferred)
• 8 years of experience in management consulting, sales operations, business strategy, or a corporate advisory role
• Commercial modelling and service design experience within a global organization
• Executive advisory experience — providing direct counsel to Director and VP-level leaders on business strategy
• Cross-functional stakeholder management skills, particularly bridging technical delivery teams and commercial or sales functions
• Understanding of the cloud support market landscape, including service models, pricing structures, and customer buying behaviours (preferred)
• Excellent written and verbal communication skills, with the ability to distil complex data into actionable executive-level insights
• Strong problem-solving and systems thinking skills, with a track record of building relationships across Finance, Legal, Sales, and Engineering

How to Apply

To apply, visit the official Google Careers job posting using the link below. Make sure your resume is up to date and tailored to reflect your experience in strategy, service design, and executive stakeholder management before submitting.

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