Real Time Operations Manager, Google Cloud at Google

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 in developing and implementing RTO governance and reporting.
  
• Experience working with workforce management and delivery teams.

Preferred qualifications:

• Experience in advanced intraday Workforce Management.
  
• Experience with incident and crisis management.
  
• Experience or 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 analytical and communication skills in transforming real time performance data into clear, 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.

In this role, the Real-Time Operations Manager is a critical leadership role responsible for RTO operational strategy across AI+Human support. This role oversees and ensures 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.

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 reallocating 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 preempt service issues.
  
• Act as the central liaison across WFM, Google Operations Center, and Delivery teams, leading the operational response to major incidents and providing daily performance summaries to leadership.

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 Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.