Cloud Support Strategy Lead, Strategy, Systems, and Intelligence

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.

Job Details

Company: Google

Location: Waterloo, ON, Canada

Pay: CAD $194,000 – $198,000 per year + 20% bonus target + equity + benefits

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

Bachelor's degree or equivalent practical experience. 8 years of experience in a management consulting, sales operations, business strategy or corporate advisory role. Experience in leading commercial modeling, service design, or portfolio management for a global organization. Experience working directly with and providing counsel to executives (Director/VP) regarding business strategy and business generation. Experience in cross-functional stakeholder management, specifically bridging technical delivery teams and commercial/sales functions.