Product Support Manager

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 represent the Google's users and partners, sharing insights to enable exceptional customer and product experiences. Within the gUP Platforms and Devices (P&D) team, we focus specifically on growing loyal Pixel users through seamless support and collaborative product improvements.

The Pixel Support Experience team combines a deep knowledge of our products and services, alongside expertise on support policies, process, procedures and tooling. We leverage data-driven insights to identify opportunities to define and create outstanding support experiences, shaping how we work today and visioning for the future.

As the Product Support Manager (PSM) for North America, you will lead the end-to-end support strategy for Google's Pixel ecosystem in the region. You will be responsible for helping shape and deliver changes which unlock amazing support experiences for our users. You will be part of a global team, learning and sharing best practice ideas across regions with your fellow PSMs. You will lead seamless and consistent approaches where possible with in-region adaptation when needed. Understanding your local market and customer base is key. Defining Excellence in service, identifying improvement opportunities, and driving impactful enhancements for our customers is critical.

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.

US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Serve as the regional subject matter expert and primary point of contact for the end-to-end support journey. Leverage deep expertise in local regulations, market nuances, and internal operations to drive customer experiences. Actively manage day-to-day escalations, legal cases, and launch readiness, while serving as the vital connector.
• Be curious and data-led to understand the customer journey, metrics and user voice feedback to identify what’s going well, and what needs improvement.
• Drive process improvements and changes, identify opportunities, shape ideas for improvement, win hearts and minds with amazing storytelling and data analysis.
• Partner cross-functionally with engineering, product, legal, PR, and support delivery to advocate for users and drive operational excellence.

Qualifications

Minimum qualifications:

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

Preferred qualifications:

• MBA or advanced degree in a Management, Business, a related field or equivalent practical experience.
• Experience in product support management, launch program management, or technical account management within the consumer electronics industry.
• Experienced in customer support, support operations and delivering excellent experiences for end consumers.
• Proven Track record of identifying and driving change improvement programs across policies, processes, procedures and tooling in complex consumer based businesses.
• Strong problem-solving skills with the ability to turn complex data into clear, actionable insights for executive leadership.
• Excellent communication skills, with a ability to influence cross-functional stakeholders across product, engineering, and support.