Chrome Program Support Manager, Chrome Consumer Support

Minimum Qualifications:

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

Preferred Qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• 3 years of experience in a client-facing role.
• 3 years of experience in operations management (i.e., process improvement, operational reviews, optimizing workflows, etc.).

3 years of experience in operations management (i.e., process improvement, operational reviews, optimizing workflows, etc.).3 years of experience in operations management (i.e., process improvement, operational reviews, optimizing workflows, etc.).

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).

Our team is at the heart of Chrome's evolution, driving data-informed decisions and experimentation that impact users worldwide. We play a pivotal role in launching new features, gathering user feedback, and shaping product strategy.

As a Chrome Program Support Manager (PSM), you'll be the go-to expert for all Chrome launches, ensuring seamless rollouts and minimizing support issues. You'll also lead Chrome's feedback strategy, leveraging a variety of tools and channels to understand our users' needs and preferences. Your work will directly influence product development, empowering the Chrome team to build the best browser possible.

This is a unique opportunity to collaborate with teams across the Chrome organization, making a tangible impact on the browsing experience.

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.

The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Direct and execute comprehensive support strategy for product launches. Take ownership of post-launch reporting strategy, ensuring insightful analysis and actionable recommendations.
• Develop high-quality Support Product Requirement Documents (PRDs) and external launch documentation. Streamline support preparation workflows and proactively identify and address potential launch obstacles.
• Anticipate the impact of launches on the Chrome team and collaborate to develop effective support strategies. Identify and triage pre-launch issues, advocating for resolution or mitigation.
• Participate in product trials, identifying and addressing potential issues before launch. Share best practices and insights with stakeholders, and work collaboratively with product teams to derive actionable insights from post-launch reporting, ensuring continuous product enhancement.
• Maintain an understanding of product features and functionality to provide effective support. Stay up-to-date with industry trends in product support and launch management, and build strong relationships with cross-functional teams.