Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 10 years of experience in a technical project management or a customer-facing role.
  
• 3 years of experience in people management.
  
• Experience as an Incident Commander, leading cross-functional teams.
• Experience with cloud infrastructure, networking, and distributed systems.
• Experience engaging with executive leadership and external customers.

Preferred qualifications:

• Experience in working with industry common tools such as Salesforce, ServiceNow, Google Workspace, etc.
• Experience in supporting and managing technical environments, particularly within a multi-tenant cloud environment.
• Excellent people management, organizational, communication and leadership skills, with experience managing large teams and operations.

About the job
The Google Cloud Support Incident and Escalation Management (IEM) team is committed to keeping customers informed and supported during critical incidents and escalations. Our focus is on continuously improving the customer experience, processes, and value. We collaborate closely with cross-functional Google teams, including Professional Services, Engineering, Public Relations, Social Care, and Legal, to ensure timely issue resolution and consistent communication with our customers.

As Regional Manager for Incident and Escalation Management in AMER, you will lead, manage, and develop a team of Incident and Escalation Managers. Your responsibilities will include overseeing large-scale, customer-impacting incidents and executive-level customer escalations. You will partner across the Google Cloud organization, collaborating closely with Engineering, Site Reliability Engineering (SRE), Technical Support, Product Owners, Communications Managers, Customer Success, and Sales Leadership to drive the resolution of critical customer situations and deliver a unified support experience.
Google Cloud empowers organizations to digitally transform by providing industry-leading infrastructure, platform, solutions, and expertise. We offer enterprise-grade solutions built on Google's environmentally friendly cloud technology. Trusted by customers in over 200 countries and territories, Google Cloud helps businesses achieve growth and overcome their most pressing challenges.
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 US base salary range for this full-time position is $174,000-$252,000 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 about benefits at Google.

Responsibilities

• Lead and mentor a global team of Incident Managers, setting performance standards and fostering a collaborative culture.
• Act as the primary stakeholder liaison for the Americas, building strategic relationships and ensuring communication alignment.
• Oversee 24/7 incident communications across public and private channels, ensuring updates are timely, accurate, and actionable.
• Drive operational excellence by optimizing workflows through automation, process enhancements, and tool improvements.
• Resolve critical escalations by leading cross-functional incident responses and managing executive communications.

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Requisition #: 129965330762998470

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