Product Support Manager, gUP Play

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a project/program management, consulting, or client facing role.

Preferred qualifications:

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience in account/campaign management roles, technical troubleshooting or customer support.
• Experience in the tech industry, particularly with Artificial Intelligence and automation technologies.
• Experience managing customer-facing projects, including gathering requirements, coordinating stakeholders, and delivering results.
• Experience with creative problem solving using quantitative and qualitative data to generate insights and deliver solutions.
• Excellent communication and stakeholder management skills.

About the job

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 needs. As a Product Support Manager on Play, You should be passionate about helping billions of users at scale. You will enjoy both landing new features with our users and working on a project basis to solve problems leveraging your investigative, operational, and program management skills. You will grow on influencing product strategy, developing scalable solutions, helping onboard new users, optimizing workflows, and providing technical implementation services to our users. You will work to advocate for your users, develop support strategy, deliver support, deliver on scaling the business via automation, and work closely with the Product Area to make our product better. You will improve and leverage various channels collecting users’ feedback in our product and be able to advocate to resolve the issues impacting users in EMEA or across user experience.

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).

Responsibilities

• Lead cross-functional collaboration by partnering with key stakeholders, including product, engineering, and support teams, to define and execute successful product launch strategies.
• Manage all launch requirements and project timelines to ensure that all support channels are ready and prepared for new product or feature releases.
• Oversee the issue management process, which includes identifying and escalating user-reported bugs and managing all program communications and reporting.
• Collaborate with cross-functional teams to analyze user feedback, translating these insights into actionable recommendations to drive product improvements.
• Partnering with the local GAPP and Legal team to comply with regulatory/legal requirements related to supporting and protecting users in EMEA.