Product Support Manager, Users and Product, Google Play

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 diverse 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).

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $114000 - $163000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Develop and evolve the user support experience strategy for Play by developing a deep understanding of the product and markets.
• Lead initiatives to drive scale and efficiency across support operations and deliver a support experience through automation and self-service flows.
• Review user feedback, and provide meaningful insights to product teams to make Google products better for market users.
• Understand and deliver all aspects of customer support. Continually strive to make product support cutting edge so that customer service becomes a differentiator for Google.
• Leverage internal tools, logs, and data to identify, troubleshoot, and resolve issues and identify scalable solutions through tool or process improvements.

Qualifications

Minimum qualifications:

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

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Certifications in Process Improvement (e.g., Six Sigma).
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• Ability to streamline processes and implement workflows designed to increase efficiency.
• Ability to manage multiple, time-sensitive projects with engaged priorities while working to drive projects to completion, with effective attention to detail.
• Excellent project or program management, communication and investigative skills, leading and implementing projects with cross-functional teams.