Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
5 years of experience in a technical project management or a customer-facing role.

Preferred qualifications:

Experience in consumer software or customer support operations.
Ability to draw insights from data, recommend a path forward, and manage across groups/through recommended actions.
Ability to effectively influence and communicate with multiple stakeholders at all levels of management.
Ability to manage multiple, time-sensitive projects with competing priorities while working separately to drive projects to completion with little guidance and high attention to detail.
Excellent verbal/written communication, people-management and problem-solving skills.

About the job:

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).

As a Product Support Manager, you will play a pivotal role in shaping the support experience for the Google Account. You will be the user, representing their feedback and issues to our Product and Engineering partners.

In this role, you will define and execute the support strategy for new product launches, monitor and escalate user-impacting issues, and deliver actionable insights to drive product improvements. You will build and maintain collaborative relationships with cross-functional teams including Product Management, Engineering, and User Experience (UX) to influence product development and ensure a seamless user experience. You will also manage and optimize our feedback operations and support channels to ensure we are capturing high-quality user insights and providing timely and effective support to our users.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities:

Support product launches, escalate product issues, own insights reporting and influence action to address top user issues.
Maintain a pulse on user feedback, provide prompt and proper resolution of technical issues, and provide meaningful feedback to product teams to improve the user experience.
Leverage internal tools including AI, logs, and data to identify/troubleshoot/resolve issues and identify scalable solutions through tool or process improvements. Collaborate with Support, Product and Engineering partners to ensure resolution of top user issues.
Envision, build, and lead operational processes and practices that drive efficiency, and optimal user experiences of gUP Core at scale, and maintain healthy support metrics.
Collaborate with the Operations team on feedback operations (e.g., issue taxonomy, quality audits, strategy) and feedback launch readiness to enable high quality user insights.

Product Support Manager, gTech Users and Products

Job Description