Product Support Manager, gTech Users and Products

Minimum Qualifications:

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

Preferred Qualifications:

• Experience in leadership and stakeholder management.
• Experience with problem-solving combined with excellent business judgment and an ability to present to executive decision makers in a clear and compelling manner.
• Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with little guidance and attention to detail.
• Ability to effectively influence and communicate (often cross-functionally) with multiple stakeholders at all levels of management.
• Ability to work with engineering/product teams on related tools and systems implementations.
• Excellent communication and teamwork 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 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).

As a Product Support Manager, you will be focused on both horizontal and vertical enablement programs. The team works on projects focused on a range of services for our Product Areas (PAs) and its users, including pre-launch product testing services, localization, trusted testers, and technical solutions that enable and power our user insights programs for our products.

This is a developing space, where you’ll be required to work across the entire team portfolio, supporting and leading projects depending on business needs and priorities. Projects range from leading business management initiatives to execution and delivery on pre-launch testing services such as Trusted Testers. You'll need to have in-depth knowledge of our products and services we offer and the agility and adaptability to flex against our priority projects.

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.
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

• Design and drive consumer support strategy, identify processes and systems to scale solutions, and be a trusted advisor to product teams to improve the user experience.
• Lead programs around integration across cross-functional teams, integration of insights throughout the product development life-cycle.
• Identify and drive recommendations for operational improvements through scaling/optimizing support within the product area and leading cross-functional teams to execute against recommended plans.
• Design and lead support initiatives to complement the product roadmap, balancing short-and long-term investments.
• Partner with cross-functional groups to support product launches globally, develop scaled support strategy, and create a cohesive offering.